Introduction

Mattermost provides technical support for our paid customers, either self-hosted or cloud. The level of service, including response times, varies based on a customer’s support level, as detailed below.

Definitions

SLA or Service Level Agreement: Mattermost’s commitment to the initial response time to a support ticket.
Business Hours: 9am to 5pm local time as it relates to the requester’s location.
Supported Self-Hosted Versions: Mattermost supports self-hosted server versions according to their respective release life-cycle.

Support Levels

Mattermost offers 3 main support plans for both Cloud and Self-Hosted subscriptions: Free, Professional, and Enterprise. Customers may also purchase Premier support with additional benefits listed below:

Feature	Free	Professional	Enterprise	Premier
Self-help resources
Community Support
Online Ticket Creation
Regional Business Day Coverage
12×5 Business Hours Coverage
24×7 Weekend coverage **
Direct access to senior support team
Screen-sharing and collaboration phone calls for P1 and P2 tickets
Access to private discussion channel with Mattermost technical staff
Additional license entitlements for non-production environment

** Weekend coverage is available for P1 and P2 issue escalations and begins Fridays at 5pm and ends Mondays at 9am US Pacific time zone (UTC-8 & UTC-7 DST).

At Mattermost’s option and subject to regional availability, Mattermost may offer on-site support to customers on an Enterprise or Premier support plan.

SLAs

While Mattermost attempts to respond to all issues in a timely manner, priority is given to severity levels Priority 1 and Priority 2. As used in the descriptions related to severity levels, “Production” is defined as an instance of Mattermost software actively used by the customer’s business user; it does not include testing systems or production staging systems or environments. Mattermost shall use reasonable commercial efforts to respond to support tickets as set forth in the table below. The timeframes in the table regarding Response Times set forth the time period in which Mattermost will initially provide a qualified response to Customer but do not represent resolution time frames.

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

Incident Level Definitions

Priority 1 (Urgent) – Critical Business Impact – Critical issue on production system preventing business operations. A large number of users are prevented from working, and no procedural workaround is available.
- Characteristics:
  - 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.
Priority 2 (High) – Major Business Impact – Major issue on production system severely impacting business operations.
- Characteristics:
  - Significant performance degradation, important functionality not available, a small number of users blocked from work, impact is escalating.
Priority 3 (Normal) – Moderate Business Impact – Moderate issue causing a partial or non-critical loss of functionality on a production system. A small number of users are affected.
- Characteristics:
  - Some system functions not available, minor performance degradation, small number of users impacted, impact is not escalating.
Priority 4 (Low) – Minor Business Impact – Minor issue on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.
- Characteristics:
  - Incorrect product behavior without impact, or product question or enhancement.

Support Responsibilities

Support includes:

Communication with IT administrators deploying and managing Mattermost
Assistance with specific technical issues during installation
Assistance with specific technical issues during upgrades
Assistance identifying and troubleshooting problems in systems
Identifying and creating appropriate bug reports

Support does not include:

Support in languages other than English
Support for end users
Support for organizations without paid subscription
Development questions or requests
- Please send developer questions to the Mattermost forum.
- If a Mattermost API is suspected as the root cause of an issue, a sample code able to replicate the issue must be provided.
Integrations, installers, images, and plug-ins
Remote administration
Professional services including:
- Product training
- System performance and tuning
- Deployment and capacity planning
- Overall installation and upgrade services
Support for Mattermost server releases other than the latest official release or the previous major build release.