Support

Support Tickets

Support tickets can be opened via the FlowFuse Support Portal. FlowFuse employees will be notified of support ticket and chat traffic via the FlowFuse Support Slack channel.

SLAs

All customers on a paid FlowFuse subscription get an Enterprise Support SLA by default; a faster Premium-level SLA can be purchased and negotiated as an upgrade. See the SLA definitions for the current response-time commitments. Initial responses to support tickets must be sent within the applicable SLA time frame. This applies only to customers on our current product line, sold through the sales process, and does not apply to legacy or self-service subscriptions.

Triage Duty

For guidance on monitoring incoming tickets and routing them to the right person, see the Triage Duty guide.

Troubleshooting

When trying to decipher a support ticket, you can follow the guides provided in the Troubleshooting section of the handbook.