| url | description |
|---|---|
/support |
Explains the different types of support options provided by Auth0. |
The Auth0 status page contains information on current production status and will be updated during an outage. After an outage, a root-cause analysis is performed and made available via the page.
Please check the status page before filing a ticket. If the status page contains a notification about an outage, our team will already be working on restoring service as quickly as possible. Once the issue is resolved, the status page will be updated to reflect that. There is a button on the page to subscribe to notifications of any changes. A root-cause analysis will be published to the status page once an investigation has been done.
Auth0's public discussion forum offers support for all subscribers. All customers, even on free accounts, can use our public discussion forum to search existing questions and receive support from our engineers if their question has not already been asked.
:::panel-info Pricing For pricing information on the various subscription plans, please see your Account Settings. :::
Additionally, paid subscribers can create a private ticket via Support Center. All account administrators will be able to view and add comments to Support Center tickets. Support Center can be accessed by clicking on the Get Support link on the dashboard.
Learn more about creating tickets with Support Center
Critical Production issues should always be reported via the Support Center for fastest response.
Ticket response times will vary based on your support plan (shown below). Note that customers on non-paying trial or free subscriptions are not eligible for a support plan and should utilize the discussion forum. Non-paying customers may still raise a private ticket via the Support Center. However, there is no support response SLA for these users, and tickets will be answered on a best effort basis after prioritization of paying subscribers' tickets.
| Free (No Plan) | Standard Support | Enterprise Support | Preferred Support | |
|---|---|---|---|---|
| Subscription Plan | Free | Developer, Developer Pro. Legacy plans: Gold, Silver and Home Grown | Enterprise | Addon to Enterprise |
| Ticket Prioritization | Lowest | Normal | High | Prioritized |
| Support Hours | Standard: M-F 7am-7pm (local timezone) / Critical Outage: M-F 7am-pm (PST) | Standard: M-F 7am-7pm (local timezone) / Critical Outage: M-F 7am-pm (local timezone) | Standard: M-F 7am-7pm (local timezone) / Critical Outage: 24x7x365 | Standard: M-F 7am-7pm (local timezone) / Critical Outage: 24x7x365 |
| First Response Time Target | 2-5+ Business Days | 2 Business Days | Standard: 3 business hours / Critical Outage: 1 hour | Standard: 1 business hour / Critical Outage: 1 hour |
| Subsequent Response Time Target | Best Effort after paid subscriptions | Standard: 16 business hours / Critical Outage: ongoing within support hours | Standard: 8 business hours / Critical Outage: ongoing within support hours | Standard: 4 business hours / Critical Outage: ongoing within support hours |
| Public Forum | Yes | Yes | Yes | Yes |
| Support Center | Limited - Best effort | Yes | Yes | Yes |
| Ticket Response Channels | Support forum, Support Center | Support forum, Support Center | Support forum, Support Center, chat, web conference | Support forum, Support Center, chat, web conference |
| Onboarding Experience | Self-service in app and email | Self-service in app and email | Sprint | Sprint Preferred |
| Ongoing Customer Success Engagement | none | none | Customer Success Team | Allocated Success Manager |
Standard: Defined as an Auth0 issue impacting your live or in-production systems or your ability to progress to production where:
- Business processes and functions are degraded;
- A group or groups of users are impacted;
- There is a reasonable workaround;
- Application is not yet in live, production status.
Critical: Defined as an Auth0 issue severely impacting your live or in-production systems where:
- Major business processes and functions are stopped for all or most users;
- Majority of users are significantly impacted, for example: unable to log in;
- There is no workaround;
- Application is in live, production status.
Critical Production issues should always be reported via the Support Center for fastest response.
- Subscriptions previously known as "Free" map to the current "Free" support classification
- Subscriptions previously known as "Gold/Silver/Home Grown" map to the current "Standard" support plan.
- Customers that have Developer or Developer Pro subscriptions map to the current "Standard" support plan.
- Support plans previously known as "Enterprise" and "Premium" support map to the current "Enterprise" support plan.
- The "Preferred" support plan is a new plan available for purchase as of October 2016.
Every effort will be made to respond sooner than the times listed above. However, some types of problems such as development issues that require us to install software to duplicate a problem, may take time due to the research and work required. Response times may also be delayed during periods of heavy ticket volume.
If you have specific support requirements or are interested in the Enterprise Support or Preferred Support option, please contact sales.