Support Subscriptions
Access to support knowledge and expertise to maximize your Kasm Workspaces solution
A Customer Success Subscription goes beyond the bug fixes, security patches and feature updates that are included with your Kasm Workspaces software maintenance agreement. These subscriptions provide you with the additional knowledge, tools and resources to optimize the use of Kasm Workspaces for your specific business use-cases. Subscriptions are tiered by support channels, response times and resource availability.
A Customer Success Subscription is included as a part of a Kasm Cloud Business SaaS (Subscription based upon SaaS type) or available as an add-on component for a self-managed Kasm Server deployment (Cost is based on a percentage of your software license).
| Community | Standard | Premium | Enterprise | |
|---|---|---|---|---|
| Cloud Business SaaS Tier | - | Standard SaaS | High Assurance SaaS | Enterprise SaaS |
| Self-Managed Server Add-On (% of License Cost) | N/A | 20% | 40% | Custom |
Support Subscriptions define your SLA response times and outline which customer service components are included with your software licenses.
They cover standard deployments, troubleshooting, and configuration guidance. More advanced needs; such as custom architecture, integrations, or image customization, are delivered through Professional Services.
| Community | Standard | Premium | Enterprise | |
|---|---|---|---|---|
| Initial Response Time | N/A | Next-Day | Same-Day | 1-hour |
| Software Updates, Patches & Feature Updates |  | | | |
| Knowledge Base | | | | |
| KasmGPT Servicebot | | | | |
| Admin & Configuration Videos | | | | |
| Community Issue Board | | | | |
| Support Portal & Tickets (M-F 8 AM to 5 PM EST) | - | | | |
| Cybersecurity & Compliance Guidance | - | - | | |
| Direct Phone Support During Business Hours | - | - | | |
| Use-Case Specific Technical Guidance | - | - | | |
| Hands-On Response & Project Personnel | - | - | - | |
Response Time Notes:
We strive to respond well within our SLA whenever possible. Please note that while initial responses are prompt, troubleshooting may extend resolution times depending on the complexity of the issue.
For support requests submitted during Standard Support Hours (Monday–Friday, 8 AM–5 PM Eastern):
- Next-Day: Response by the next business day
- Same-Day: Response within the same business day. Requests submitted in the last 2 hours of the business day will be answered within the first 4 hours of the next business day
- 1-Hour: Response within 1 hour of the start of the next business day if submitted outside Standard Support Hours
Exception: In the event of a critical outage requiring immediate attention, response will be provided within 4 hours, even if submitted outside Standard Support Hours.
Compare Kasm Workspace Editions
Choosing the right Kasm Workspaces edition depends on your needs. Compare the Community, Starter, and Enterprise editions side-by-side to understand feature availability, scalability, and advanced capabilities.
Community
- Free Community Edition
- Open-Source Ecosystem
- Active Learning & Support Community
Starter
- Quick Setup & Easy Deployment
- Essential Features Included
- Perfect for Individuals & Small Teams
Enterprise
- Advanced Security & Zero-Trust Architecture
- Scalable Infrastructure & Centralized Management
- Integration & Compliance Ready
