Getting support

You can reach the support team through any of the channels below for all severity levels.

Severity levels

Severity	Description
Sev 1 – Urgent	Platform is down, inoperable, inaccessible, or unavailable; operation has materially ceased. No workaround available.
Sev 2 – High	Platform is severely limited or degraded; major functions are not performing properly; situation is significantly impacting operations.
Sev 3 – Medium	Minor issues with the platform. Issues may have viable workarounds immediately available.
Sev 4 – Low	Events have no impact on the platform; includes feature requests. Workaround works well for any functionality issues.

Response time targets

Initial response time targets by severity level and support tier:

Severity	Standard	Premier	Advanced	Priority
Sev 1 – Urgent	24 hrs	3 hrs	2 hrs	1 hr
Sev 2 – High	36 hrs	6 hrs	4 hrs	2 hrs
Sev 3 – Medium	48 hrs	24 hrs	12 hrs	4 hrs
Sev 4 – Low	48 hrs	48 hrs	24 hrs	12 hrs

Shared Slack channel

If you have a shared Slack channel with Union, opening a support ticket is easy. Simply tag @union or react to any message with a 🎫 emoji. Doing so will open a form where you can add additional details and set the severity.

Support portal

The support portal at support.union.ai lets you file tickets and view the status of open and closed requests. Log in with your company email address and click the Create Ticket button in the top right to submit a new request.

Union Cloud console

Click the Get help button within the Union web console to open a support request. You can attach a screenshot or record a video directly from the console to include with your report.

Email

Send an email to [email protected] with the severity level in the subject line and all relevant details in the body: a summary and description of the issue, intended vs. actual behavior, error messages, logs, and a link to the relevant execution if applicable.