Contacting Support

Submitting a Ticket

Before submitting a ticket, please visit our Status Page to see if any known incidents may be related to your issue. You are also able to subscribe for alerts for status page updates.

Submit a ticket by reaching out to or by sending a message in Slack, if your support level includes a shared Slack channel.

To help our team reach a resolution as quickly as possible, please provide:

  • Approximate date/time of issue occurrence

  • Links to workflow executions or errors

  • Error messages appearing in browser console

  • Error messages appearing in API requests

  • User ID (as provided in the Paragon User Token), if related to an end-user

Support Levels

Your support level corresponds to the Startup, Pro, or Enterprise plan of your Paragon account. If you'd like a higher support level than what is included with your plan, please contact our sales team.

Response times apply during US business hours (9 AM - 5 PM in Pacific Time or America/Los_Angeles).

Paragon’s office is closed in observance of the following holidays:

  • US Federal Holidays, as defined by the Office of Personal Management of the United States

  • The day after Thanksgiving

  • One business day before and after Christmas

  • All business days between Christmas and New Years

Support LevelStartupProEnterprise

Documentation & SDKs

Support Channels

Email Only

Email, Slack

Email, Slack

Initial Response

Within 24 business hours

  • Urgent: 4 business hours

  • High: 4 business hours

  • Normal: 12 business hours

  • Low: 24 business hours

  • Urgent: 2 hours, with Slack escalation access

  • High: 4 business hours

  • Normal: 8 business hours

  • Low: 12 business hours

Priority Levels

Our support team will assign a priority to your ticket based on impact. Here are the standard definitions we use to classify your ticket:

  • Urgent: Your production system is down. Widespread impact for multiple end-users and no workaround is possible. Could cause widespread impact if not resolved.

  • High: Your production system is impaired or degraded in a significant way, for more than 1 end-user. Examples include significant performance delays. This is also the appropriate Priority for an Urgent issue once a workaround has been identified & provided.

  • Normal: You have issues impacting a single end-user, but your overall production system is still performing. This would also include minor performance degradation that is noticeable but not high-impact. This is also the appropriate Priority for issues in staging or development environments.

  • Low: An issue that is not impairing normal business operations, but warrants attention. Feature requests.

Last updated