Materialize Support
Whether you're building, scaling, or debugging, we're here to help. Signed-in Materialize Cloud users can view their company's tickets in the ticket portal.
Support resources
We offer multiple support pathways depending on your platform and plan.
Support chat
Matty, our AI-powered support agent, can answer questions, suggest documentation, and help you troubleshoot. You can also ask to talk to a human or open a support ticket, whether you use Materialize Cloud or Self-Managed. You don't need to be logged in; if you aren't, Matty will ask for your email address first.
Have ideas to improve Materialize? Open a ticket through the chat; your input goes straight to our Product and Engineering teams.
Don't see the chat? Make sure cookies are enabled for materialize.com, then refresh the page.
Email your questions to support@materialize.com. Materialize Cloud SLA-supported customers should email from their Materialize login address.
Questions about your support plan? We tailor support based on your workspace and plan, so reach out to learn what's available to your team.
Documentation
Guides, SQL reference, and troubleshooting for Materialize Cloud and Self-Managed.
Community Slack
Connect with other users, share ideas, and get informal help from the Materialize community on Slack.
Urgent issues
For the fastest response, use the Report Production Outage option in the support chat. It's the equivalent of an Urgent ticket. If you aren't logged in, enter your email address when Matty asks, and the option will appear once your email domain is checked. Alternatively, email support@materialize.com with "urgent" in the subject line. Materialize Cloud SLA-supported customers should email from their Materialize login address. Use the definitions here to choose a priority; response times are set by your support contract.
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.
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.
An Error that has a medium-to-low impact on the Platform, but Customer can still access and use some functionality of the Platform.
An Error that has low-to-no impact on Customer's access to and use of the Platform.