Mattermost Support service levels and support response times

When submitting tickets to the Mattermost Support Team, we request that you select the appropriate case priority. 

To help you set the appropriate priority, we provide the following guidelines.


Severity Level General Description Example
Urgent/Level 1 Critical - Issue on a production system preventing business operations. A large number of users are prevented from working, and no procedural workaround is available. System hangs or crashes, critical functionality not available, data loss or data corruption, a large number of end-users blocked from work. Impact escalating quickly.
High/Level 2 Major - Issue on a production environment severely impacting business operations. Significant performance degradation, important functionality not available, a small number of users blocked from work, the impact is escalating.
Normal/Level 3 Moderate - Issue causing a partial or non-critical loss of functionality in a production environment. A small number of users are affected. Some system functions not available, minor performance degradation, a small number of users impacted, the impact is not escalating.
Low/Level 4 Minor - Issue on non-production system or question, comment, feature request, documentation issue or other non-impacting issues.

Incorrect product behaviour without impact, or product question or enhancement.


  Weekday Coverage Weekend Coverage Low and Normal SLA High Priority SLA Urgent Priority SLA
Professional Yes No Next Business Day Next Business Day Next Business Day
Professional Plus Yes Yes* Next Business Day 4 Hours 4 Hours
Enterprise Yes Yes* 4 Hrs Same Business Day 4 Hours 4 Hours
Premier Support Yes Yes* 4 Hrs Same Business Day 2 Hours 1 Hour
    *Weekend Coverage applies to High and Urgent tickets only      
Was this article helpful?
0 out of 0 found this helpful



Please sign in to leave a comment.