What we do for you:
Unlimited technical support
Unlimited technical support on the product(s) you’re using
Bug fixes
Prioritized engineering on feature requests and bug fixes
Access to our support team for in-depth questions
Phone / email / Slack access to our support team for in-depth questions
Roadmap updates
Roadmap updates for features in the design and development phase
How quickly will we get back to you?
Critical severity: 4 hours. Halts your business operations and no available workaround. Please note that new deployments do not constitute critical severity issues.
High severity: 4 business hours. High impact to portions of your business and/or development operations and no workarounds exists.
Medium severity: 1 business day. Medium to low impact to your business and development, but operations continue to function (including the use of a procedural workaround).
Low severity: 3 business days. Low to no impact on your business and development operations.
Ambassador Labs support is open 8am – 5pm, EST, Monday-Friday. Ambassador Labs is closed on major US holidays.
What days is Ambassador Labs support unavailable?
Our support team breaks for general inquiries on major US holidays. These holidays are:
- New Year’s Day (Friday, January 1)
- Martin Luther King, Jr Day (Monday, January 18)
- President’s Day (February 15)
- Memorial Day (Mon, May 31)
- Independence Day (Mon, July 5)
- Labor Day (Mon, September 6)
- Veterans Day (Thursday, November 11)
- Thanksgiving (Thursday, November 25)
- Christmas Day (Friday, December 24)