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.
Support tickets can be submitted 24 hours per day x 7 days per week.
Severity Level 1 (service unavailable) support services are available 24 x 7.
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.