Support Hours of Operation

Support services are generally available from 6 am to 5 pm Monday - Friday PST (Pacific Standard Time). Note that there are reduced hours for U.S. holidays. Note that Premium Support Business Account customers have more specific response times.


Ticket Submission

Support tickets can be submitted 24 hours per day x 7 days per week.


Outages

Severity Level 1 (service unavailable) support services are available 24 x 7.


Support Options

Smallstep includes several Account types, each providing tailored services, support, and response times.


Community Support (Free Account)

Communication Channels: Email, Ticketing System

Best-effort response for non-critical issues

24-business-hour response for critical issues


Smallstep Support (Team Account)

Communication Channels: Email, Web, Zoom

48-hour SLA on non-critical issues

8-hour SLA on critical issues


Smallstep Premium Support (Business Account)

Communication Channels: Email, Ticketing System, Slack*, Zoom

24-hour SLA on non-critical issues

4-hour SLA on critical issues

Access to Smallstep experts (Zoom)

Open-source step-ca and step-cli support


* Slack Channels are monitored by Support and Engineering


Note: The support policy is subject to change. If you have questions about the levels of support for your Smallstep Account, please get in touch with us for more information.