By Kiersten Mounce, on Nov 27, 2019

Contentful’s support team answers all your questions, from engineering to billing

Blog header support

With Contentful, enterprise customers get more than a great content management system. They also gain access to our global support team. That means a group of experts work around the globe 24/7, ready to answer your questions and solve your Contentful-related challenges.

Get what you need fast

Our support team can answer all your Contentful questions, from GDPR to APIs and third-party extensions. They’re co-located with the engineering and product departments, so no question is too complex. Support can also help with account provisioning, adding new team members to the right spaces, and recovering that password you just can’t seem to remember.

You’ll never speak with a robot here. You can contact a real person by live chat in the web app or send us a ticket. Our team works across time zones so that you’re never without support.

Service level agreements

Service level agreements (SLAs) determine how quickly the support team responds to requests. Enterprise customers can choose from three SLA levels: platinum, gold, and bronze. With a platinum-level SLA, you’ll receive a response in less than one hour for the most serious issues. Even if it’s the middle of a Saturday night, you’ll hear from us. You can find details about our SLAs on our website.

We take our SLAs seriously. We don’t miss them and would be seriously concerned if we did.

Our customers agree:

“The Contentful support team really cares about unblocking engineering teams which is really refreshing compared to other partners I've worked with.” Steven Petryk, Team Lead, Intercom

High standards and rigorous quality control

We provide meaningful first responses. In fact, 53% of the requests we receive are answered in the first response. We never send those annoying “will get back to you soon” or “confirming we received you message, will respond soon” messages. Our first message will address your specific question. That’s how we handle more than 1000 requests a month.

The team maintains these high standards with a rigorous quality control process. This involves peer reviews of past customer interactions that analyze their accuracy, rapidity, and kindness.

We’re as diverse as our customers

We do all this as a team of eight, hailing from eight different countries and speaking eleven different languages (Chinese, English, Spanish, Romanian, Russian, German, Croatian, Italian, French, Bahasa and Japanese). We bring 54 years of collective experience and can’t wait to meet you.

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The support team is only one reason enterprises trust Contentful. Ready to upgrade your account?

Kiersten Mounce

Technical writer at Contentful and API obsessed. Kiersten collaborates with Contentful's makers and users to write informative and accessible articles that support the Contentful community. She’s happiest when helping others talk about their Contentful-powered dream projects.