# Getting support

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

> [!NOTE] Urgent (Sev 1) issues
> For blocking issues that require immediate attention, include **Sev 1 - Urgent** in your request through any channel. This pages the 24×7 on-call team.

## Severity levels

| Severity | Description |
|----------|-------------|
| {{< badge "danger" >}}Sev 1 – Urgent{{< /badge >}} | Platform is down, inoperable, inaccessible, or unavailable; operation has materially ceased. No workaround available. |
| {{< badge "warning" >}}Sev 2 – High{{< /badge >}} | Platform is severely limited or degraded; major functions are not performing properly; situation is significantly impacting operations. |
| {{< badge "primary" >}}Sev 3 – Medium{{< /badge >}} | Minor issues with the platform. Issues may have viable workarounds immediately available. |
| {{< badge "success" >}}Sev 4 – Low{{< /badge >}} | 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 |
|----------|----------|---------|----------|----------|
| {{< badge "danger" >}}Sev 1 – Urgent{{< /badge >}} | 24 hrs | 3 hrs | 2 hrs | 1 hr |
| {{< badge "warning" >}}Sev 2 – High{{< /badge >}} | 36 hrs | 6 hrs | 4 hrs | 2 hrs |
| {{< badge "primary" >}}Sev 3 – Medium{{< /badge >}} | 48 hrs | 24 hrs | 12 hrs | 4 hrs |
| {{< badge "success" >}}Sev 4 – Low{{< /badge >}} | 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](https://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 [support@union.ai](mailto:support@union.ai) 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.

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**Source**: https://github.com/unionai/unionai-docs/blob/main/content/support/_index.md
**HTML**: https://www.union.ai/docs/v2/union/support/