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:
Note: Business hours refer to standard working hours.