Support Tiers
Every k&z customer receives baseline support. As your quantum workloads scale, you can upgrade to a support tier that provides faster response times, dedicated contacts, and proactive guidance from our quantum engineering team.
| Feature | Standard | Premium | Enterprise |
|---|---|---|---|
| Included with plan | All plans | Professional+ | Enterprise plan |
| Support channels | Email, Portal | Email, Portal, Chat | Email, Portal, Chat, Phone, Slack |
| Availability | Business hours (CET) | Extended hours (06:00–22:00 CET) | 24/7/365 |
| Critical (P1) response | 4 hours | 1 hour | 15 minutes |
| High (P2) response | 8 hours | 2 hours | 30 minutes |
| Normal (P3) response | 1 business day | 4 hours | 2 hours |
| Low (P4) response | 2 business days | 1 business day | 4 hours |
| Dedicated account manager | No | No | Yes |
| Named support engineer | No | Yes | Yes (dedicated team) |
| Quarterly business reviews | No | No | Yes |
| Architecture review sessions | No | Annual | Quarterly |
| Onboarding assistance | Self-service docs | Guided onboarding call | Dedicated onboarding engineer (up to 4 weeks) |
| Monthly price | Included | $2,500/mo | Custom |
Contact Methods
- Support Portal:
support.kandz.co— Log in with your k&z credentials to create and track tickets. Available to all tiers. - Email: support@kandz.co — Tickets are automatically created and prioritized based on your support tier.
- Live Chat: Available in the k&z Console for Premium and Enterprise customers during supported hours.
- Phone: +41 44 123 4567 — Enterprise customers only, 24/7/365 hotline staffed by quantum infrastructure engineers.
- Dedicated Slack Channel: Enterprise customers receive a shared Slack Connect channel with direct access to their named support team.
Response Time SLAs
Response times are measured from the moment a ticket is created (or a call/chat is initiated) to the first substantive response from a k&z engineer. Priority levels are defined as follows:
- P1 — Critical: Production workloads are down or data integrity is at risk. QPU clusters unreachable, complete API outage, or security incident.
- P2 — High: Significant degradation of service. Elevated error rates, partial QPU unavailability, or performance regression affecting production workloads.
- P3 — Normal: Non-critical issues affecting workflow efficiency. Console bugs, documentation errors, non-blocking SDK issues, or configuration questions.
- P4 — Low: General inquiries, feature requests, billing questions, or non-urgent account management tasks.
Frequently Asked Questions
How do I submit a quantum circuit to a specific QPU?
When creating a job via the API or SDK, set the device parameter to the specific QPU identifier (e.g., qpu-zurich-72q). You can list available devices using GET /v1/devices or client.devices.list() in the SDK. If you set device to "auto", k&z will select the optimal QPU based on queue depth, calibration quality, and your circuit's topology requirements.
What happens if a QPU goes offline during my job?
If a QPU becomes unavailable while your job is queued, the job is automatically rerouted to another compatible device (unless you have explicitly pinned it to a specific QPU). If the job was already executing when the interruption occurred, it is re-queued with priority and you are not charged for the interrupted execution. You will receive a notification via your configured alert channels.
How is QPU usage billed?
Billing is based on QPU-seconds — the wall-clock time your circuit occupies the quantum processor, measured from the start of circuit execution to the completion of all shots. Queue time is not billed. Hybrid HPC usage is billed separately per classical compute-hour. Detailed usage breakdowns are available in your Console under Billing → Usage. See our Billing & Consumption Policy for full details.
Can I run circuits on a simulator before using real QPU hardware?
Yes. Our Sandbox environment provides a high-fidelity statevector simulator that accepts the same API calls as production. Use the sandbox base URL (https://api.sandbox.kandz.co/v1) and your regular credentials. Sandbox usage is free and does not count against your QPU allocation. The simulator supports up to 32 qubits for statevector simulation and up to 72 qubits for noisy simulation using calibration data from real devices.
How do I upgrade my support tier?
Log in to the k&z Console and navigate to Settings → Support Plan. You can upgrade to Premium instantly with a credit card. Enterprise support requires a custom agreement — contact your account manager or email support@kandz.co to discuss your requirements. Upgrades take effect immediately; downgrades take effect at the start of the next billing cycle.
What regions are QPU clusters available in?
k&z currently operates QPU clusters in three regions: Zurich (Switzerland), US East (Virginia), and Singapore. Each region offers independent QPU capacity with local data residency. For sovereign deployment requirements, we can deploy dedicated QPU infrastructure in customer-designated facilities. Contact our sales team for sovereign deployment options.
Is there a community forum or developer community?
Yes. The k&z Developer Community is available at community.kandz.co. It is a moderated forum where customers, researchers, and k&z engineers discuss quantum algorithms, share circuit optimization techniques, report issues, and exchange best practices. All k&z customers have automatic access. We also host monthly virtual meetups featuring guest researchers and product updates.