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	[e-mail]
Slack	Dedicated channel (enterprise plans)

Support tiers

Standard – Free and Pro

Channels: In-app chat, Email
Hours: Monday–Friday, 9am–6pm ET
First Response: Within 1 business day

Priority – Max, Unlimited, and Annual Agreements

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

+ Premiere – Add-on for Enterprise plans

Everything in Priority, plus:

Channels: + Video, Phone
Hours: 8am-8pm ET 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.

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 to learn about Premiere support.