How to Reach Us
- In-App Chat: Click the chat icon in the Tembo dashboard
- Email: support@tembo.io
- Help Center: docs.tembo.io
- Slack: Dedicated channel (all paid plans)
Support Tiers
Standard Support
Free and Pro| Channels | In-app chat, Email, Help Center |
| Hours | Monday–Friday, 9am–6pm ET |
| First Response | Within 1 business day |
Priority Support
Max, Unlimited, and Annual Agreements| Channels | In-app chat, Email, Slack, Help Center |
| Hours | Monday–Friday, 9am–6pm ET |
| First Response | Within 6 business hours |
| Extras | Dedicated Slack channel |
Premiere Support
Available as an upgrade — contact us| Channels | In-app chat, Email, Slack, Video, Phone |
| Hours | 24/7 for critical issues |
| First Response | Within 1 hour (critical), 4 hours (standard) |
| Extras | Named account manager, quarterly reviews, custom SLA |
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 |
What’s a Critical Issue?
- Production environment completely unavailable
- Data loss or corruption
- Security vulnerability
- No workaround available