---
title: Getting support
description: How to reach us and what to include so we can help fast.
category: account
updated: 2026-10-14
tags: [support, help, tickets, contact, severity, response times]
---

If you're stuck or something isn't behaving, we're here to help. The fastest way to
reach us is through support, right from your account.

![The Support page in account settings, where you choose a category, describe the problem, and see any tickets you have already opened](/img/docs/app-support.png)
*Opening a ticket here attaches your account details automatically, so you don't
have to explain which monitors you mean.*

## Opening a support ticket

**Pro, Business and MSP** include support tickets with first-reply targets. Open one
from your account (**Settings → Support → New ticket**), describe what's happening,
and track our replies in the same place. On these plans a request **must be submitted
as a ticket** to carry a response time: a ticket is tied to your account, so we can
see your monitors, and it's the only thing the targets below apply to. Email and the
contact form carry no response time.

**Free and Hobby are not covered** by the targets or by the availability target on
the [service levels](/sla) page. On those plans, reach us through the
[contact form](/contact) and we'll answer as time allows.

### Choosing a severity

Pick the severity that matches what's happening. It sets how quickly a person
replies.

| Severity | When to use it | Coverage | First reply |
|---|---|---|---|
| Sev A (Critical / P1) | Critical system down. Complete loss of core business functionality with no immediate workaround, affecting all or most users, or a suspected security breach | 24/7/365 | Within 2 hours |
| Sev B (Major / P2) | Severe degradation. Core functions work but are heavily impaired, or a critical feature is broken for a large group of users | Business hours | Within 8 business hours |
| Sev C (Minor / P3) | Partial degradation. Minor operational impact: the service works, but non-essential features or individual users face issues | Business hours | Within 1 business day |
| Sev D (Cosmetic / P4) | General inquiry or request. Enhancements, documentation errors or general questions with no impact on production | Business hours | Within 2 business days |

**Sev A is for emergencies.** Only use in an emergency: the service is down for all or most of your users, or you suspect a security breach. A Sev A ticket pages our on-call engineer.
If one monitor is misbehaving while the rest of the service works, that's
Sev B or Sev C.

These are targets for a first reply from a person, not a guarantee and not a
resolution time. Only Sev A runs around the clock. Business hours are
8 a.m. to 5 p.m. US Pacific time, Monday to Friday, excluding United States federal holidays.
See [service levels](/sla) for the full picture, including our availability target.

## What to include

You'll get a faster, more useful answer if you tell us:

- **Which monitor** — its name and type.
- **What you expected** versus what actually happened.
- **When it started**, and whether it's constant or intermittent.
- **Any error text** shown on the failing check (for example, "connection timed out"
  vs "could not resolve host" — these point at very different causes).

## Before you reach out

A quick self-check often solves it faster:

- If a monitor shows down but the service is up, confirm our checkers can reach it —
  see [Allowing our checkers through your firewall](/docs/advanced/firewall-allowlist).
- If a monitor flaps on and off, review its [alert thresholds](/docs/configuration/alert-thresholds)
  and whether something is rate-limiting our connections.

## Get started
- [Compare plans](/docs/account/plans-and-limits)

## Related
- [Account security](/docs/account/account-security)
- [How alerts work](/docs/alerts/how-alerts-work)