Selecting the Right Support Priority

Sven Hüster

Updated March 28, 2025 16:02

When submitting a support ticket to the Mattermost Support Team, please select the appropriate priority level. This helps us respond as efficiently as possible based on the urgency of your issue.

Use the table below to determine the appropriate priority and understand our response time commitments.

🔧 Incident Severity Levels

Incident Level	Description	Examples
Level 1 (Urgent)	Critical issue on a production system that halts business operations. No workaround is available, and a large number of users are impacted.	System hangs or crashes Data loss or corruption Major features unavailable Widespread user impact
Level 2 (High)	Major issue in production significantly affecting business operations. A small number of users are blocked and the issue is escalating.	Severe performance degradation Important features unavailable Small group of users blocked
Level 3 (Normal)	Moderate issue in production causing non-critical loss of functionality. A few users are affected, but the situation is stable.	Minor performance issues Limited feature impact No escalation in severity
Level 4 (Low)	Minor issue, often related to non-production environments, general questions, documentation issues, or feature requests.	Product questions Documentation feedback Non-critical bugs or enhancements

⏱️ Initial Response Time SLA

All SLAs below refer to initial response time, not resolution time. Times are based on business hours unless otherwise stated.

Priority	Starter (Free)	Professional	Enterprise	Premier
Level 1 (Urgent)	N/A	4 Business Hours	2 Hours	1 Hour
Level 2 (High)	N/A	8 Business Hours	4 Hours	2 Hours
Level 3 (Normal)	N/A	1 Business Day	8 Business Hours	4 Business Hours
Level 4 (Low)	N/A	2 Business Days	1 Business Day	8 Business Hours

Note: Weekend coverage is available for Priority 1 and 2 issues with Premier Support. Coverage begins Fridays at 5:00 PM and ends Mondays at 9:00 AM (US Pacific Time).

✅ What's Included in Support

Assistance with technical issues during installation or upgrades
Help identifying and troubleshooting issues
Guidance on creating accurate bug reports
Communication with IT administrators managing Mattermost

🚫 What's Not Included

Support for end users or organizations without a paid plan
Support in languages other than English
Development-related questions or requests (see our Developer Forum)
Remote administration or professional services
Support for unsupported server versions (see release lifecycle)

If you're ever unsure about which level to choose, just give us your best estimate—our team will adjust it if needed to ensure the best support experience.