Support
Documentation, community and human help when you need it.
Self-serve answers, community help and named engineers — with response targets we publish and measure.
- P1 target
- 15 minutes (Enterprise)
- Coverage
- 24/7/365
- CSAT
- 4.8 / 5
Response targets
| Severity | Definition | Free | Team | Enterprise |
|---|---|---|---|---|
| P1 | Production down or data at risk | Community | 4 hours | 15 minutes |
| P2 | Major feature degraded | Community | 8 hours | 2 hours |
| P3 | Minor issue with a workaround | Community | 1 business day | 8 hours |
| P4 | Question or feature guidance | Community | 2 business days | 1 business day |
Ways to get help
Help center
Searchable answers, troubleshooting trees and runbooks for the errors we see most often.
Community forum
Public questions answered by staff and community members, median first response under two hours.
Console ticketing
Open a ticket with project context attached automatically, and track it against its SLA.
Premium support
Named support engineers, a private Slack channel and quarterly reliability reviews.
Getting a fast resolution
Include the request ID
Every API response carries an x-request-id; it lets us jump straight to your trace.
Describe the expectation
Tell us what you expected and what happened instead — the gap is usually where the bug lives.
Set the right severity
Honest severity keeps P1 paging meaningful for everyone, including you.
Need help right now?
Check the status page for known incidents, then open a ticket from the console with your project selected.