Enterprise support contact
Q: If you’re an Enterprise customer, how do you contact support? Enterprise customers have access to dedicated support channels. Please contact your assigned customer support representative for timely assistance.Communication channels
Q: Do you have a shared Slack channel? For customers who use Slack internally, we create a shared Slack channel. This channel is used for:- Answering questions about Fireworks’ platform and features
- Receiving bug reports from customers
- Communicating around incidents and escalations
- Announcing new features and requesting feedback on current offerings
Support priority levels
Q: What are the support tiers and SLAs for enterprise? Support issues are categorized into four priority levels, with specific examples for each:| Priority Level | Response Time | Description | Examples |
|---|---|---|---|
| Urgent (P0) | Within 1 hour | Reserved for critical cases that break live production workflows | • Production scheduled task/runbook unexpectedly failing • Application inaccessible to end users |
| High (P1) | Within 4 business hours | Problems that prevent regular platform usage but not breaking live production | • Development/staging schedule failing • Task deployment failing |
| Normal (P2) | Within 8 business hours | Requests for information, enhancements, or documentation clarification with no negative service impact | • Feature requests • Documentation questions |
| Low (P3) | Within 2 business days | Any issues that don’t fall into P0, P1, or P2 categories | • General inquiries • Non-urgent requests |