Ticket Priorities

Before submitting a ticket, make sure to check our status page and search our documentation for potential solutions. If neither of those provide the information you're looking for, please submit a ticket describing what's happening and the business impact, and assign a priority level that accurately describes the impact you are seeing.


For production apps with Premium or Enterprise support:


For production apps with Standard support:


For sandbox/free apps:


Response times

Priority Premium/Enterprise support Standard support Sandbox (free) apps
P0 Within 2 hours Not available Not available
P1 Within 4 hours Within 24 hours Not available
P2 Within 1 business day Within 1 business day Not available
P3 Within 2 business day As soon as possible As soon as possible




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