Support

We're here to help

What we do for you:

  • Unlimited technical support on the product(s) you’re using
  • Prioritized engineering on feature requests and bug fixes
  • Phone / email / Slack access to our support team for in-depth questions
  • Roadmap updates for features in the design and development phase

How do you get in touch with us?

For Severity 1 issues, please open an incident issue in the support portal or call the support line provided with your 24x7 subscription.

How to get in touch

Support Portal

Submit Here
Support portal

Messsage via Slack

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Contact Us

Email Us

How quickly will we get back to you?

  • Critical severity: 4 hours. Halts your business operations and no available workaround. Please note that new deployments do not constitute critical severity issues.
  • High severity: 4 business hours. High impact to portions of your business and/or development operations and no workarounds exists.
  • Medium severity: 1 business day. Medium to low impact to your business and development, but operations continues to function (including the use of a procedural workaround).
  • Low severity: 3 business days. Low to no impact on your business and development operations.

Ambassador Labs support is open 8am – 5pm, EST, Monday-Friday. Ambassador Labs is closed on major US holidays.

What days is Ambassador Labs support unavailable?

Our support team breaks for general inquiries on major US holidays. These holidays are:

  • New Year’s Day (Friday, January 1)
  • Martin Luther King, Jr Day (Monday, January 18)
  • President’s Day (February 15)
  • Memorial Day (Mon, May 31)
  • Independence Day (Mon, July 5)
  • Labor Day (Mon, September 6)
  • Veterans Day (Thursday, November 11)
  • Thanksgiving (Thursday, November 25)
  • Christmas Day (Friday, December 24)