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

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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

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Requesting support

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