Support
Methods of Contact
Terrateam offers multiple channels for customers to obtain support, including:
- Community Slack: Join the Terrateam community on Slack for peer support and to ask questions. Access the Slack community at https://terrateam.io/slack.
- Email: Contact our support team directly by emailing support@terrateam.io.
- Video Calls: Schedule personalized support sessions via video calls. Book through our online system at Calendly.
Contacting Support
Before reaching out for support, consider:
- Searching our documentation: Most solutions and answers can be found in our detailed documentation.
- Checking our status page: Our infrastructure team monitors systems 24/7. Often, by the time you notice an issue, our team is already addressing it. Additionally, some issues may be caused by third-party service disruptions.
- Reviewing the What’s Supported section: To understand what is included in Terrateam support.
Basic Plan
- Community Slack: Engage in the Terrateam Community Slack channel for general inquiries and peer support.
- Email: Send support requests and inquiries to support@terrateam.io.
- Support Hours: Receive up to 4 hours of support per month through Community Slack and email.
Pro Plan
- Community Slack: Full access to the Terrateam Community Slack channel.
- Shared Slack/Teams Integration: Integration with the customer’s Slack or Microsoft Teams workspace for direct support.
- Email: Comprehensive email support for all inquiries.
- Video Calls: Up to 4 hours per month of scheduled video call support for in-depth assistance and troubleshooting.
- Priority Support: Pro plan customers receive tier-1 support with prioritized response times.
Support SLA
The SLA times listed below represent the timeframes within which you can expect an initial response. While Terrateam strives to resolve issues promptly, these times should not be viewed as guaranteed resolution times.
Basic Plan
- Support Basis: Support is provided on a best-effort basis without a specific response time commitment.
Pro Plan
| Severity | First Response Time | Working Hours |
|---|---|---|
| Critical | 1 hour | 24x7 |
| Major | 24 hours | 4 am - 8 pm (ET), Mon - Fri |
| Minor | 48 hours | 4 am - 8 pm (ET), Mon - Fri |
| General Guidance | 72 hours | 4 am - 8 pm (ET), Mon - Fri |
Definitions of Severity Levels
- Severity 1 - Critical: A critical incident with very high impact, such as a complete outage of a customer-facing service.
- Severity 2 - Major: A major incident with significant impact, such as a partial outage affecting a subset of customers.
- Severity 3 - Minor: A minor incident with low impact, such as a minor loss of functionality or performance issues.
- Severity 4 - General Guidance: Requests for information, enhancements, or documentation clarification that do not impact the operation of Terrateam.
Severity is determined by Terrateam support engineers based on the information provided. Clearly communicate the extent and impact of the issue when contacting support to ensure proper severity assignment.
What’s Supported?
The scope of support defines what Terrateam supports and what is outside the support boundaries. This ensures consistent and efficient support experiences. Support outside this scope is at the discretion of the support engineer and provided as a courtesy.
Terrateam Features and Adjacent Technologies
Terrateam provides support for its features and integrates with third-party services. Examples include:
| Technology | In Scope | Out of Scope |
|---|---|---|
| Cloud Provider | Configuring permissions for Cloud Integration | Architecting a cloud account |
| IaC Tool | Troubleshooting a failed deployment | Architecting source code |
| VCS Provider | Troubleshooting events not triggering runs | Advising on VCS provider repository configuration |
Requirements
Terrateam is designed for technical users, and we expect users to have basic proficiency in the technologies they seek support for. For example, customers requesting help with Kubernetes integrations should be able to perform essential tasks like retrieving log files without extensive guidance.
Contact Us
For any questions or to schedule a support session, please reach out via our Community Slack, email us, or book a video call.