Support

Information about Spacelift support options.

Spacelift offers a variety of support options for all customers and users on both paid and free tiers. You should be able to find help using the resources linked below, regardless of how you use Spacelift. There are many ways to contact Support, but the first step for most people should be to search our documentation.

If you can't find an answer to your question, or you are affected by an outage, then customers who are in a paid tier should start by consulting our statement of support while being mindful of what is outside of the scope of support. Please understand that any support that might be offered beyond the scope defined there is done at the discretion of the agent or engineer and is provided as a courtesy.

Contact Support

Issues with billing, purchasing, or subscriptions

Plan	Support level (First Response Time)	How to get in touch
All plans and purchases	First reply within 8 hours, 24x5	Email [e-mail]

Spacelift

Plan	Support level	How to get in touch
Free	None	Open a thread in the Spacelift Chat
Cloud	Standard Support	Open a Support Ticket via [e-mail] or open a thread in the Spacelift Chat
Enterprise	Enterprise Support	Open a Support Ticket via [e-mail] or open a thread in the Spacelift Chat

Spacelift Support Service Levels

Service Level Agreement (SLA) details

• Spacelift offers 8x5 standard support bound by the SLA times listed below.

• The SLA times listed are the time frames in which you can expect the first response.

• Spacelift Support will make a best effort to resolve any issues to your satisfaction as quickly as possible. However, the SLA times are not to be considered as an expected time-to-resolution.

• Please submit your support request through the support web form or contact [e-mail].

• Our infrastructure team is on-call 24/7 - please check https://spacelift.statuspage.io before contacting Support.

Definitions of Spacelift Global Support Hours

• Spacelift Support Engineers are actively responding to tickets Monday 3am Eastern Standard Time through Friday 5pm Eastern Standard Time.

Standard Support

Standard Support receive the following tiered support response times:

Support Impact	First Response Time SLA	Hours
Critical	60 minutes	24x7
Major	24 hrs	8x5
Minor	48 hrs	8x5
General Guidance	72 hrs	8x5

Enterprise Support

Enterprise Support receive the following tiered support response times:

Support Impact	First Response Time SLA	Hours
Critical	60 minutes	24x7
Major	8 hrs	8x5
Minor	48 hrs	8x5
General Guidance	72 hrs	8x5

Definitions of Severity Level

• Severity 4 - General Guidance - Implementation or production use of Spacelift is continuing and work is not impeded. For example: Information, an enhancement, or documentation clarification is requested, but there is no impact on the operation of Spacelift.

• Severity 3 - Minor - A minor incident with low impact. Something is preventing normal Spacelift operation (8 hours) Important Spacelift features are unavailable or somewhat slowed, but a workaround is available. Spacelift use has a minor loss of operational functionality, regardless of the environment or usage. For example: A system bug is creating a minor inconvenience to customers.

• Severity 2 - Major - A major incident with significant impact. For example: A customer-facing service is down for a sub-set of customers.

• Severity 1 - Critical - A critical incident with very high impact. For example: A customer-facing service is down for all customers.