> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tembo.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Get help with Tembo through in-app chat, email, and dedicated Slack channels.

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.

## How to reach us

| Channel         | Details                                                      |
| --------------- | ------------------------------------------------------------ |
| **In-App Chat** | Behind the **Help** button at the bottom of the left sidebar |
| **Email**       | [support@tembo.io](mailto:support@tembo.io)                  |
| **Slack**       | Dedicated channel (enterprise plans)                         |

## Support tiers

<AccordionGroup>
  <Accordion title={<><Badge stroke color="gray" size="sm">Standard</Badge> – Free and Pro</>}>
    **Channels:** In-app chat, Email
    <br />**Hours:** Monday–Friday, 9am–6pm ET
    <br />**First Response:** Within 1 business day
  </Accordion>

  <Accordion title={<><Badge stroke color="blue" size="sm">Priority</Badge> – Max, Unlimited, and Annual Agreements</>}>
    **Channels:** In-app chat, Email, Slack
    <br />**Hours:** Monday–Friday, 9am–6pm ET
    <br />**First Response:** Within 6 business hours
    <br />**Extras:** Dedicated Slack channel
  </Accordion>

  <Accordion title={<><Badge stroke color="purple" size="sm">+ Premiere</Badge> – Add-on for Enterprise plans</>}>
    Everything in <Badge stroke color="blue" size="xs">Priority</Badge>, plus:
    <br /><br />**Channels:** + Video, Phone
    <br />**Hours:** 8am-8pm ET for critical issues
    <br />**First Response:** Within 1 hour (critical), 4 hours (standard)
    <br />**Extras:** Named account manager, quarterly reviews, custom SLA
    <br /><br />[Contact sales](mailto:sales@tembo.io) to add Premiere support.
  </Accordion>
</AccordionGroup>

## Response times by severity

| Issue Type                      | Standard  | Priority | Premiere       |
| ------------------------------- | --------- | -------- | -------------- |
| **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.*

## What's a critical issue?

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

## Upgrade your support

Need faster response times, a named account manager, or 24/7 critical issue coverage? [Contact us](mailto:sales@tembo.io) to learn about Premiere support.