Telerik Support by the Numbers: Response Times, Resolution Rates and Technical Expertise

When a product or tool is a crucial part of your application, support is more than just a nice-to-have. Here’s how Progress Telerik support stacks up.

When a product or tool is a crucial part of your application, support is more than just a nice-to-have. For enterprise development teams, support issues could mean anything from a single blocked developer to an entire delayed release. The larger and more critical the application, the more important predictable access to technical expertise becomes.

So rather than simply saying Progress provides strong Telerik and Kendo UI support, here are the numbers behind it—customer satisfaction, response and resolution times, escalation rates and the technical resources available beyond a simple or individual support case.

Support at a Glance

• 98%+ customer satisfaction on case closure
• 95.5%+ customer satisfaction per interaction
• 24-hour response-time Service Level Agreement (SLA)
• 50%+ of cases resolved within 14 hours
• <14 hours median time to first response
• ~99.8% of tickets resolved without escalation
• New AI-powered chat embedded in ticket submission and documentation to provide instant answers

What Does Enterprise-Grade Support Mean?

Enterprise-grade technical support combines predictable response commitments, access to technical expertise, efficient issue resolution and self-service resources that help teams resolve problems without creating prolonged development blockers.

Technical Support from Technical Engineers

We believe that good support is part of the product experience. Our technical support engineers bring hands-on expertise, helping teams get from problem to solution without unnecessary delays or layers of escalation. Telerik Technical Support Engineers are technical specialists with software development expertise, equipped to investigate implementation-level issues rather than simply triage and route them. Approximately 99.8% of support tickets are resolved within Technical Support without requiring escalation to product engineering.

Fast Turnaround

We also understand that when a project is blocked, timing is of the essence. That’s why our support teams provide a 24-hour response-time SLA—but most of the time, you won’t even have to wait that long. Our median time to first response is under 14 hours.

In fact, over half of support cases are resolved within 14 hours, helping teams move from problem to solution quickly. Most issues also stay with the support organization rather than requiring engineering escalation. And by “most,” I mean “very nearly all”: approximately 99.8% of tickets are resolved without escalation.

Exceptional Customer Satisfaction

More than 98% of customers report satisfaction at case closure, and a 95.5%+ CSAT score (Customer Satisfaction) per interaction reflects high quality throughout the support experience.

What About Support Beyond Tickets?

Support is about more than just answering one-off tickets, though. That’s why we offer a massive collection of technical knowledge that helps developers across the community—whether they’re troubleshooting a problem, learning a feature, evaluating an API or looking for implementation examples. Those resources mean that developers may not even need to open a support ticket in the first place! The vast library of public technical knowledge empowers developers with the knowledge they need, saving direct technical support for unique and specific edge case instances.

Available Public Technical Knowledge

• 290K+ answered forum threads
• 6.5K+ knowledge base articles
• 10K+ demos
• 24K+ conceptual documentation articles
• 29K+ API reference articles.
• 100+ answered community questions each month

These resources are publicly searchable and indexable, which allows the impact of our excellent support to scale far beyond what could be offered via tickets alone. Developers can benefit from solutions documented through years of customer and community interactions, while organizations can build their own expertise on top of a large, accessible body of technical knowledge.

What Our Customers Say

The numbers are impressive, but what matters more to us is what our customers have to say about their support experiences. These are just a small sample of quotes from users who have worked with our support teams and had wonderfully positive experiences.

Clear Instructions

“I’m incredibly grateful for the technical assistance I received. The support was not only timely but also highly effective—resolving my issue quickly and professionally. The guidance was clear and spot-on, helping me identify the missing step and implement the correct solution without delay. Thanks to this help, everything is now working perfectly. I truly appreciate the responsiveness and expertise. This kind of support makes a huge difference!”

High-Quality Responses

“Your developer support is AWESOME! I can’t imagine moving to another control suite. You guys are the best!”

Fast and Detailed

“Prompt and on-point with all of our communications. I appreciate the detailed responses and explanations!”

Going the Extra Mile

“Spent extra time making sure I had the resources and information to fix my problem […] created an example project and code snippets. Thank you so much!

Better Support Means Better End Products

Faster access to expert assistance can reduce delivery risk by helping developers resolve blockers before they become prolonged delays. Strong technical support and a comprehensive knowledge base also reduces engineering time spent troubleshooting, searching for answers, going in circles with AI chatbots or developing brittle workarounds—lowering the total cost of ownership over time. Support is, therefore, not simply a service attached to the product; it's part of the risk assessment that teams should evaluate when choosing a partner they expect to rely on for years.

Enterprise teams working with Telerik and Kendo UI can have confidence that when a problem arises, there’s a reliable solution—and an experienced team behind the technology, just waiting to help.

FAQ

How Quickly Does Telerik Technical Support Respond?

Telerik Technical Support includes a 24-hour response-time Service Level Agreement (SLA), but our median time to first response is less than 14 hours.

How Quickly Are Telerik Support Cases Resolved?

Over half of cases are resolved within 14 hours, with less than 1% requiring escalation.

Are Telerik Support Cases Handled by Technical Experts?

Yes, Telerik Technical Support Engineers are technical specialists with software development expertise, equipped to investigate implementation-level issues rather than simply triage and route them.

What Self-Service Support Resources Does Telerik Provide?

Our library of self-support technical knowledge resources includes extensive community forums with over 290k answered threads, over 6.5k Knowledge Base articles, over 10k demos, over 24k conceptual documentation articles, over 29k API reference articles and more than 100 new community questions answered each month.

Want to See for Yourself?

Our 30-day free trials include access to support. The Telerik DevCraft suite lets you pick your favorite flavor, so check it out:

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