Support

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Whether you’re building, scaling, or debugging, we’re here to help.

Materialize Support

We offer multiple support pathways depending on your platform and plan.

Support chat

Our support chat is available directly on:

  • materialize.com
  • Materialize Console (for Cloud customers)

The support chat features Matty, our AI-powered support agent. Matty can help answer questions, suggest documentation, and assist with troubleshooting. You can also submit a request to Talk to a human. Just look for the support chat icon Materialize support chat icon in the bottom-right corner.

Don’t see the chat icon? Make sure cookies are enabled for materialize.com, then refresh the page.

💡 Tip: If you are an SLA Supported Customer who is experiencing an urgent issue, you can use the Report Production Outage option for fastest response.

Email

You can also email us your questions at support@materialize.com. If you are a Materialize Cloud SLA Supported Customer, email from your Materialize login email address.

Join the Materialize Slack community

Connect with other users, share ideas, and get informal help from the Materialize user community on Slack.

Urgent Issues (For SLA Supported Customers Only)

If you are an SLA Supported Customer who is experiencing an urgent issue:

  • Use the Report Production Outage option in the support chat for the fastest response.

  • Alternatively, you can email support@materialize.com. To ensure priority handling, include urgent in the subject line.

    • If you are a Materialize Cloud SLA Supported Customer, email from your Materialize login email address.

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.

Share your feedback

Have ideas to improve Materialize? Use the support chat to open a ticket with support. Your input goes straight to our Product and Engineering teams.

Questions about your support plan?

We tailor support experiences based on your workspace and plan. To learn more about what’s available to your team, reach out via the support chat or email us.

Checking Materialize Cloud service status

Check the current status of Materialize Cloud on the status page.

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