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 support@useparagon.com 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 |
|
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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.
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