Support & SLA
Clear support tiers and response-time targets — no fine print. Enterprise SLAs are contractual; the rest are targets.
Community
Free
For free-tier and Pro users.
- Community Discord
- Docs & guides
- Best-effort email
- No guaranteed response time
Standard
Pro / Max
For individual paying users.
- Email support
- Target: 2 business days
- Bug triage
- Billing help
Enterprise
Team / Custom
For teams on the Team plan and above.
- Priority email + shared Slack channel
- Target: 1 business day (P1: 4 hours)
- Onboarding & security reviews
- Named contact
- ≤ 99.9% monthly uptime target*
Service levels
Uptime target: 99.9% monthly for the web app & API (Enterprise). Live status →
Severity targets (Enterprise): P1 (service down) — acknowledge 1h, target 4h; P2 (degraded) — 1 business day; P3 (question) — 2 business days.
Honest note: these are targets today; a contractual SLA with credits is part of the Enterprise agreement. We don’t claim certifications we don’t have.