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How to get help and support
On this page
- Available resources
- Types of support provided
- Community tier users:
- Team tier customers:
- Premium customers:
- Customer support
- Contacting the Contentful support team
- Viewing open support requests
- How quickly can I expect your support team to reply?
- In case of urgent issues:
- Tips for to get a speedy resolution:
- What is an SLA?
- Platform status
Contentful provides several ways for you to get answers to questions, learn about controls and functions and view detailed information about all aspects of the application.
Webinars (filter by “webinar”)
Online chat (available only through the web app)
Types of support provided
Community tier users:
Community tier plan users can get in touch with support agents, but when there’s a high volume of tickets, the tickets from Community tier plan users may not be processed. We also have a series of existing resources that can provide you with plenty of information, so that you get the most out of Contentful and can promptly find answers to your questions. See the available resources listed above.
Team tier customers:
Team tier customers can open support tickets and communicate with Contentful support agents through the Contentful website. While we do our best to answer questions promptly, standard support does not include guarantees on response time.
Premium customers (formerly Enterprise) have priotitized support, with guaranteed response times for tickets in the queue.
Available to help with any technical and operational questions and needs. Open a Customer Support ticket via our support portal for technical questions, technical issues, bugs, access issues, feature requests, or other issues.
Contacting the Contentful support team
You can reach out to the Contentful support team in the following ways:
“Talk to us”: Use the user drop-down in the top right corner of the Contentful web app. Utilize the “Talk to Us” feature in the Contentful Web App for non-urgent questions (ex: “Where do I find…?”).
Support contact form: Use the contact form to communicate with our support team directly. They are available to help with any technical and operational questions and needs.
Please note that only Team plan and Premium plan customers will receive a reply from our support team when a ticket is created from the Support Form.
Viewing open support requests
To view your existing support requests, check the support portal.
How quickly can I expect your support team to reply?
Premium plan customers have guaranteed response times based on the SLA level they have purchased. We do not provide response time SLAs for self-service customers -- it could take from a couple of hours to several days, depending on the queue and the nature of your inquiry.
In case of urgent issues:
In order for your tickets to be covered by your SLA, tickets must be:
Opened via our customer support portal
Opened by a user with your company’s email domain / working with partner agencies
Tips for to get a speedy resolution:
Provide a problem statement
Include the space or entry ID if applicable
Include whether production is affected
Attach logs, screenshots and details of when and where the issue occurs
What is an SLA?
Service Level Agreements (SLAs) are legally binding performance criteria our service and teams adhere to. The criteria include guaranteed uptime and support response time, and are based on the SLA purchased. Automated service monitoring, on-call teams, and risk mitigation procedures underpinning our SLA commitments form an integral part of our enterprise-grade offerings. As a result, customers can only purchase SLAs as a part of a Premium plan agreement, and not on Team or Community tier plans.
NOTE: All Premium contracts require an SLA.
Our platform status page is always up to date and shows the current platform status.
The Contentful platform is constantly being monitored by our engineering team. In the event of any issue affecting the health and operation of Contentful infrastructure, core systems, or tools, our dedicated operations team is notified and will work to immediately diagnose and correct any issues.