Support Tiers

• ◆Email support
• ◆Knowledge base access
• ◆Community forum

• ✓Documentation & guides
• ✓Release notes
• ✓Status page access

• ◆Email + Phone support
• ◆Live chat during business hours
• ◆Knowledge base access

• ✓All Standard features
• ✓Quarterly health checks
• ✓Best practice workshops
• ✓Named support contacts

• ◆Email + Phone + Chat
• ◆Dedicated CSM
• ◆Technical Account Manager
• ◆Slack Connect channel

• ✓All Professional features
• ✓Quarterly Business Reviews
• ✓Custom training sessions
• ✓Priority roadmap input
• ✓Architecture reviews
• ✓Executive sponsor

• ◆All Enterprise channels
• ◆On-site support visits
• ◆Dedicated support engineer
• ◆24/7 phone for all severities

• ✓All Enterprise features
• ✓On-site visits (quarterly)
• ✓Dedicated support engineer
• ✓Custom SLA terms
• ✓Change advisory board seat
• ✓Early access program

Ticket Submission

Submit tickets via email, web portal, Slack, or phone. Tickets are automatically routed based on severity, product area, and customer tier. You receive a ticket number and estimated response time immediately.

Severity Classification

Tickets are classified as Critical (platform down), High (major feature impacted), Medium (partial impact), or Low (question/enhancement). You can set severity at submission and escalate at any time.

Response & Resolution

Our support engineers acknowledge tickets within the SLA window and provide regular status updates. Complex issues involve multi-team collaboration with real-time progress tracking.

Escalation Path

Three-tier escalation: Support Engineer, Support Manager, VP of Engineering. Enterprise customers have a named executive sponsor for critical escalations.

Knowledge Base

Comprehensive self-service knowledge base with troubleshooting guides, API documentation, best practices, and video tutorials. Updated weekly with new content.

Status Page

Real-time platform status page with incident history, scheduled maintenance notifications, and RSS/webhook subscriptions for proactive monitoring.