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All customers get access to support through in-app chat and email. Enterprise accounts also get a dedicated Slack channel for direct access to the Tembo team.

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How to reach us

ChannelDetails
In-App ChatBehind the Help button at the bottom of the left sidebar
Emailsupport@tembo.io
SlackDedicated channel (enterprise plans)

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Support tiers

Channels: In-app chat, Email
Hours: Monday–Friday, 9am–6pm ET
First Response: Within 1 business day
Channels: In-app chat, Email, Slack
Hours: Monday–Friday, 9am–6pm ET
First Response: Within 6 business hours
Extras: Dedicated Slack channel
Everything in Priority, plus:

Channels: + Video, Phone
Hours: 24/7 for critical issues
First Response: Within 1 hour (critical), 4 hours (standard)
Extras: Named account manager, quarterly reviews, custom SLA

Contact sales to add Premiere support.

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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.