Support
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 [email protected] 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 Level | Startup | Pro | Enterprise |
|---|---|---|---|
| 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.