Requesting support
Please email support@tidelift.com or search our documentation to resolve support issues.
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 are honored for paid subscriptions and do not apply to trial subscriptions.
