Support

Support Tickets

Support tickets can be opened via the FlowFuse Support Portal. FlowFuse employees will be notified of support ticket and chat traffic via the FlowFuse Support Slack channel.

SLAs

All paying FlowFuse customers get a Standard Support SLA by default; a faster Enterprise-level SLA can be purchased and negotiated as an upgrade. See the SLA definitions for the current response-time commitments. Initial responses to support tickets must be sent within the applicable SLA time frame.

Triage Duty

For guidance on monitoring incoming tickets and routing them to the right person, see the Triage Duty guide.

Troubleshooting

When trying to decipher a support ticket, you can follow the guides provided in the Troubleshooting section of the handbook.