> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fireworks.ai/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> For Fireworks Nexus, start at https://docs.fireworks.ai/nexus.
> Use https://docs.fireworks.ai/nexus/quickstart for coding harnesses, custom agents, APIs, SDKs, and LLM gateways.
> Use https://docs.fireworks.ai/nexus/firerouter for how model routers work, the supported model list, composition, closed-model credentials, and pricing.
> Prefer canonical short model IDs such as firerouter/opus. In LiteLLM litellm_params.model, use the full path fireworks_ai/accounts/fireworks/routers/firerouter/opus.
> Family names such as opus track the latest evaluated family version; do not describe them as fixed model versions.

# Enterprise support tiers & SLAs

> Detailed information about Fireworks.ai support priority levels and response time commitments.

## 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<br />• 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<br />• Task deployment failing |
| **Normal (P2)** | Within 8 business hours | Requests for information, enhancements, or documentation clarification with no negative service impact | • Feature requests<br />• Documentation questions |
| **Low (P3)** | Within 2 business days | Any issues that don't fall into P0, P1, or P2 categories | • General inquiries<br />• Non-urgent requests |

*Note: Business hours refer to standard working hours.*