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Scope of support

Need help with your Tidelift Subscription?

Our team can help with:

  • Troubleshooting issues in the UI, CLI, or API
  • Managing users and administering your organization
  • Bugs and feature requests
  • Setting up and troubleshooting supported integrations

Support hours: Non-holiday weekdays 9AM Eastern - 5PM Pacific


Dedicated customer success manager

Support service level agreement

Severity level 1: 4 hours acknowledgement time
Any issue resulting in a full outage to the subscriber's production service.

Severity level 2: 8 hours
An issue with a high impact on a subscriber's production service or a severe impact on their non-critical business operations.

Severity level 3: 24 hours
An issue with a moderate impact on the subscriber's business operations or that disrupts a planned deployment.

Severity level 4: 48 hours
An issue or question with low to no immediate impact on subscriber's business operations.

These SLAs apply only for paid subscriptions


Requesting support

Please use our support portal to create and submit support tickets. We only guarantee SLA times for tickets created in the portal