Support
Getting help
Trials
If you run into a snag or need support during the trial period, join the Materialize Slack community or open an issue. Slack is the best place to get timely help from Materialize employees and other users!
Customers
If you’re a paying customer, you can access Materialize support via a shared channel within your company’s Slack or Microsoft Teams workspace.
To file a support ticket:
- Send a message to the shared channel describing your issue.
- Apply the
:ticket:(🎫) emoji to your message. - Click the File a ticket button that appears.
- Select the priority that corresponds to the severity of the issue you are experiencing. Consult the table below for definitions of error severities.
- Materialize will respond to the ticket within the response time specified in your support contract.
Use the following definitions to determine what priority to assign to your support ticket:
| Priority | Response time | Definition |
|---|---|---|
| Urgent | Refer to your support contract | Critical severity error: an Error in the Platform that: (a) renders the Platform completely inoperative, or (b) makes Customer’s use of material features of the Platform impossible, with no alternative available. |
| High | Refer to your support contract | High severity error: an Error in the Platform that (a) has a high impact to key portions of the Platform, or (b) seriously impairs Customer’s use of material features of the Platform and Customer cannot reasonably circumvent or avoid the Error on a temporary basis without the expenditure of significant time or effort. |
| Normal | Refer to your support contract | Medium severity error: an Error that has a medium-to-low impact on the Platform, but Customer can still access and use some functionality of the Platform. |
| Low | Refer to your support contract | Low severity error: an Error that has low-to-no impact on Customer’s access to and use of the Platform. |
The following screen recording demonstrates the process of filing a support ticket:
Checking service status
Check the current status of our services on the status page, where we announce both planned and unplanned maintenance windows. You can also use the status page API to programmatically access the information on the status page.