24/7 support is available on the Enterprise plan. It includes everything in our regular support, plus our fastest response times 24/7/365 for problem resolution (less than an hour for critical issues). Optionally, get exclusive add-ons:
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:
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.