How To Reach Out
| Submit a support request | Submit a request |
| Cloud Status | https://status.teleport.sh |
| Compliance and Audits | https://trust.goteleport.com |
|
Security |
https://goteleport.com/security |
|
Report a security vulnerability |
https://hackerone.com/teleport |
|
Ask a question in Slack (available for the first 60 days) |
https://goteleport.slack.com * |
* You no longer need to mention @SupportBot in your slack channel. Simply ask a question and we will get back to you. After the first 90 days we will close the slack channel, and will ask you to use Zendesk instead. The Full-time-active slack channel is available only on the Priority Support plan.
How to submit S1 urgent request
Please only submit an S1 request if you are experiencing a production system-wide outage and all your efforts to restore the cluster have failed.
If it's not an emergency outage, please use slack and non-urgent Zendesk tickets to request assistance. Please make sure this guide is a part of your team run-book.
Step 1/2. Sign in to Support Center
Go to support.goteleport.com
Sign in with your organization domain's Google or Microsoft SSO. If you don't have one, you can sign up with a local username and password.
Step 2/2. Create support request with S1 severity
Our engineer will get paged and will update Zendesk ticket with a Zoom video conference link.
Support Response Times
| Severity | How to raise issue | Qualification |
Response Time |
Availability |
| S1 | Only Zendesk | You are experiencing a large-scale production or a critical system outage event. You have found no workarounds and require immediate support of Teleport team to resolve the issue. |
4 hours
|
24x7 |
| S2 | Zendesk, Slack** | You are experiencing isolated event or degradation of performance of critical systems. You have found no workaround and need Teleport team to assist. | 8 hours | 24x5* |
| S3 | Zendesk, Slack** | You are not experiencing critical impact to production systems. You have feature requests, non-critical bug reports, need general guidance and advice. | 24 hours | 24x5* |
* 9AM-5PM Pacific Time, Monday-Friday
** Your dedicated slack channel will be closed in 90 days
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