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We’re here to help you succeed with Tembo. All customers get access to support through our Help Center, in-app chat, and email. Paid accounts also get a dedicated Slack channel for direct access to the Tembo team.

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How to Reach Us

  • In-App Chat: Click the chat icon in the Tembo dashboard
  • Email: support@tembo.io
  • Help Center: docs.tembo.io
  • Slack: Dedicated channel (all paid plans)

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Support Tiers

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Standard Support

Free and Pro
ChannelsIn-app chat, Email, Help Center
HoursMonday–Friday, 9am–6pm ET
First ResponseWithin 1 business day

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Priority Support

Max, Unlimited, and Annual Agreements
ChannelsIn-app chat, Email, Slack, Help Center
HoursMonday–Friday, 9am–6pm ET
First ResponseWithin 6 business hours
ExtrasDedicated Slack channel

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Premiere Support

Available as an upgrade — contact us
ChannelsIn-app chat, Email, Slack, Video, Phone
Hours24/7 for critical issues
First ResponseWithin 1 hour (critical), 4 hours (standard)
ExtrasNamed account manager, quarterly reviews, custom SLA

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Response Times by Severity

Issue TypeStandardPriorityPremiere
Critical — Production down< 8 hrs< 2 hrs< 1 hr (24/7)
High — Major feature broken< 1 day< 4 hrs< 2 hrs
Medium — Minor issue< 2 days< 8 hrs< 4 hrs
Low — Question/guidance< 3 days< 1 day< 8 hrs
Times shown are targets for first response during business hours unless noted.

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What’s a Critical Issue?

  • Production environment completely unavailable
  • Data loss or corruption
  • Security vulnerability
  • No workaround available

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Upgrade Your Support

Need faster response times, a named account manager, or 24/7 critical issue coverage? Contact us to learn about Premiere support.