Where to open tickets
All support requests go through the DevOps section of your dashboard. You can also ask our AI agent (bottom-right of the dashboard) to open one on your behalf — it has full context on your account.
Priority levels
| Priority | Definition | Response time |
|---|---|---|
| Critical | Production down, data loss risk, security breach | 15 minutes |
| High | Degraded production performance, imminent risk | 1 hour |
| Medium | Non-critical issue, workaround available | 4 hours |
| Low | Questions, planned work, configuration requests | Next business day |
What to include for fast resolution
The more context you provide, the faster we can act. Include:
- Which service or cluster is affected
- When the issue started and whether it's ongoing
- Any error messages, logs, or metrics you've observed
- What you've already tried
- The impact on your users
For urgent issues, set priority to Critical or High — we use priority to route tickets to on-call engineers.
Escalating to a human
If you're using the AI support agent and need a human engineer, click "Talk to a human" at any point. Your full conversation history transfers immediately — the engineer joining will have full context.