Premium support
Redocly's premium support plans go beyond 24/7 coverage. We partner with you to accelerate implementation, improve design, and ensure success at every stage of your API journey.
Compare plans
Critical issue coverage
✓
✓
✓
✓
Strategic sessions
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Quarterly
Monthly
Weekly
Dedicated Slack channel
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✓
✓
✓
Guidance on implementation
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✓
✓
✓
API design recommendations
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✓
✓
✓
Cross-project consistency
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✓
✓
Workflow optimization
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✓
✓
Adoption planning
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✓
✓
Early roadmap visibility
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✓
✓
Org-wide rollout support
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✓
Executive strategy alignment
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✓
Goal planning and reporting
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✓
24/7 support
- Critical issue coverage, 24 hours a day, 7 days a week
- Guaranteed response times
- Access to our standard support team via email and ticketing
Bronze
For teams that want proactive guidance beyond incident support.
- Everything in 24/7 support
- Quarterly strategy sessions with an IC-level Redocly expert
- Recommendations to guide:
- Implementation best practices
- API documentation design choices
- A dedicated contact who knows your setup and goals
Silver
For organizations running multiple projects where mistakes are costly.
- Everything in Bronze
- Monthly strategy sessions with a manager-level Redocly advisor
- Additional guidance on:
- Information architecture and cross-project consistency
- Workflow optimization across teams
- Adoption planning for internal and external stakeholders
- Early visibility into roadmap discussions
Gold
For large-scale API programs with complex governance and multiple departments.
- Everything in Silver
- Weekly sessions with a Redocly executive advisor
- Deep partnership on:
- Change management and org-wide rollouts
- Strategic alignment of API programs with business goals
- Executive-level reporting and goal planning
- Joint success planning and quarterly impact reviews
Diamond
For enterprises seeking a bespoke relationship with Redocly.
- Everything in Gold
- Tailored executive sponsorship
- Co-design of features
- Custom SLAs
- Flexible cadence and engagement model
How premium support works
We provide normal (non-problem resolution) support between 8 AM to 5 PM Central Time, Monday through Friday. This includes issues like user-acceptance testing, upgrade support, and any professional services like training, feedback/review, OpenAPI consulting, and custom component development.
We provide problem resolution (includes error and defects) 24/7/365. A support ticket should be opened by sending an email to team@redocly.com. A critical issue should be followed up by a phone call to your primary relationship manager (with a fallback to your backup relationship manager or our general support line).
Send your email according to the following format:
- Subject of the email: "[YOUR COMPANY NAME] Support issue description, Severity level (Critical, High, Medium, or Low, as described below)." (Subject line should be brief, with no need to capitalize description or use any bold or font changes.)
- Body of the email: Provide a brief explanation of the support issue. Include screenshots with as much detail on the issue and how to reproduce it, as appropriate and if practicable.
Classify support requests by the following priority and response levels:
1 Critical
An event and/or problem that has a significant, severe impact to the Product. The event and/or problem may render the Product non-functional. Isolated instances as determined solely by you that affect a limited set of users, groups or single users are not classified as Critical. You must file a critical incident as described above, followed by a phone call to your primary relationship manager with a fallback to your backup relationship manager or our general support line.
< 1 hour
Resolution Time: 2 hours for temporary work-around; 4 hours for resolution.
We’ll use best efforts to promptly initiate the following procedures: (1) assign specialists and provide escalated procedures to correct the error on an expedited basis, and (2) provide ongoing communication on the status of an error on an hourly basis as needed. Severity 1 issues may require remote access to the servers running our suite of products, which will be provided via your approved remote access method.
2 High
An event and/or problem that limits the operations of our Product.
< 2 hours
Resolution Time: 5 hours for temporary work-around; 8 hours for resolution.
We’ll use best efforts to promptly initiate the following procedures: (1) assign specialists and provide escalated procedures to correct the error on an expedited basis, and (2) provide ongoing communication on the status of an error on an hourly basis.
Severity 2 issues may require remote access to the servers running our suite of products, which will be provided via your approved remote access method.
3 Medium
An event and/or problem that disrupts the operations of our Product. Use of our Product can continue after a work-around is in place.
< 6 hours
Resolution Time: 12 hours for temporary work-around; 24 hours for resolution.
We’ll use commercially reasonable efforts to assign a specialist to correct the error, and communicate status updates as necessary.
4 Low
An event and/or problem that has limited business impact, is not critical in nature, or does not have any significant impact to you.
< 1 Business Day
We’ll use commercially reasonable efforts to include an error correction in the following maintenance release, and communicate status updates as necessary.