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Bottom-right assistant
The AI assistant resolves most questions instantly and hands off to a human when it cannot.
Look for the assistant button in the corner of any page.
Message the support line
For customers who prefer messaging. Same queue, same SLA as email.
Open WhatsAppCreates a tracked ticket automatically. Include your workspace ID for faster routing.
Send email →Screen-share session
Scheduled or on-demand for P1. End-to-end encrypted, recorded and retained for 30 days.
Request a session →1,400+ articles
AI-searchable across ten departments, with runbooks for every product.
Browse KB →Live component health
Real-time platform status, incident history and scheduled maintenance windows.
View status →Contractual first-response targets by priority and plan. These are targets we report against monthly, not aspirations.
| Priority | Starter | Professional | Enterprise |
|---|---|---|---|
| P1Production down | Community | 4 hours | 30 minutes |
| P2Major degradation | Community | 8 hours | 2 hours |
| P3Minor issue | 24 hours | 1 business day | 4 hours |
| P4Question / request | 48 hours | 2 business days | 1 business day |
This creates a tracked ticket with the right priority and routing. You will get the reference immediately.
Include these four things
Production down right now?
Do not wait on this form. Call the P1 hotline on your support portal — it pages the on-call engineer directly, 24×7, and starts the clock immediately.