Welcome to the Rocket.Chat Support Center! We are committed to delivering exceptional service and ensuring the seamless operation of your workspaces. Rocket.Chat offers a range of support options for premium plans, starter workspaces, and community workspaces. This page provides an overview of what's available depending on your plan.
Support for premium plans
As a paying customer, you are entitled to direct support from our support team.
Rocket.Chat provides distinct support options tailored to different operational needs. The following options are available across all premium plans:
Support tier comparison
Every premium plan includes Support Standard. Mission Critical is a paid add-on that you buy on top of your plan. Professional Services is a third, separate purchase, and it is not a support tier. The times in this table are first response targets, not resolution times.
Capability | Support Standard | Mission Critical (add-on) |
|---|---|---|
How you get it | Included with all premium plans | Paid add-on, purchased on top of a premium plan |
Channels | Desk portal | Desk portal, email, hotline |
On-call coverage | 12x5 | 24x7 |
First response, high severity | 1 business day | 30 minutes |
First response, medium severity | 1 business day | 2 hours |
First response, low severity | 1 business day | 4 hours |
Direct access to Level 2 support | No | Yes |
Dedicated Customer Success Manager | No | Yes |
To get the Mission Critical add-on for your workspace, contact the Sales team.
Key definitions
Customer Success Manager (CSM): A dedicated CSM oversees a comprehensive onboarding process and designs a strategy roadmap for product adoption aligned with your desired organization outcomes. The CSM's role extends to serving as your trusted advisor and internal advocate within Rocket.Chat.
Service Level Agreement (SLA): SLA timelines defines the expected timeframe for an initial response to a support request. They do not represent expected resolution time. Our SLAs are meticulously structured, considering the ticket priority, the specific paid plan or product involved, and the status of the customer's account.
Support availability (weekday and weekend coverage)
12x5 support: Our support agents are available to respond to tickets from Monday to Friday, 8 AM to 8 PM UTC.
24x7 support: For high-severity tickets, we offer round-the-clock support through our hotline, available 24 hours a day, 7 days a week.
What Support Standard includes
Support Standard is the baseline support entitlement that comes with every premium plan. You do not buy it separately, and there is nothing to activate.
Channel: The desk portal is the only channel. Only the points of contact your organization assigns can open tickets, so nominate those contacts before you need them.
Coverage: 12x5. Agents work tickets Monday to Friday, 8 AM to 8 PM UTC. Tickets you open outside that window are picked up when coverage resumes.
First response: 1 business day for every severity level. Severity still affects the order in which tickets are worked, but it does not shorten the first response target.
Not included: The hotline, email intake, direct Level 2 access, and a dedicated Customer Success Manager. Those come with Mission Critical.
What Mission Critical includes
Mission Critical is a paid add-on for workspaces where an outage stops the business. It layers faster first response targets and more contact routes on top of Support Standard. It does not replace your plan, and it does not change which product features you have.
Channels: The desk portal, email to support@rocket.chat, and the hotline for high-severity issues.
Coverage: 24x7 on-call, including weekends.
First response: 30 minutes for high severity, 2 hours for medium, and 4 hours for low. These targets apply around the clock, not only during the 12x5 window.
Escalation: Direct access to Level 2 support.
Customer success: A dedicated Customer Success Manager who runs your onboarding and builds an adoption roadmap for your organization.
Refer to the following documents for further details:
Support Ticket Classification System: Learn about our ticketing system.
Support Prerequisites: Understand the workspace requirements to receive optimal support.
Contact Support: Find the various contact channels we provide.
At Rocket.Chat, we are steadfast in our commitment to providing you with the support you need to ensure uninterrupted business operations and the best possible experience with our services.
Professional Services
Professional Services is project work delivered by Rocket.Chat engineers and consultants, such as standing up a deployment, integrating Rocket.Chat with your systems, or migrating off a legacy platform. It is bought and contracted separately from your plan and from your support tier.
Important: Professional Services is not part of Support Standard or Mission Critical. Buying Mission Critical does not include Professional Services hours, and a Professional Services engagement does not change your support SLAs. Reporting a bug or an outage always goes through the support channels described above, not through your engagement team.
How an engagement is scoped and priced
Statement of Work: Every engagement is defined in a Statement of Work (SOW) that lists the services, the start date and term, the fees, the project milestones, and the acceptance criteria. Only work described in the SOW is in scope. Nothing is implied.
Pricing: There is no list price. Cost depends on the complexity of the project, so each engagement is quoted after scoping.
Contract: Engagements run under the Master Service Agreement for Professional Services, with the SOW attached to it.
Changes: Any change to the scope or the schedule goes through a written change order. Rocket.Chat responds to a change request with a time and cost estimate within 30 days.
Language: Services are delivered in a single language agreed in the SOW.
Types of engagement
Engagements commonly cover deployment, integration, accreditation, and migration from legacy platforms such as Skype for Business Server. The following engagement types are available:
Operations Quick Start
Upgrade and Scale
Migration
Implementation Guidance
What an engagement does not cover
Architecture for high availability or failover systems, unless the SOW defines it as part of the services.
Ongoing incident response and ticket handling. That is what your support tier is for.
Any deliverable, milestone, or activity not written into the SOW.
To scope a Professional Services engagement, contact the Sales team.
Support for Starter and Community workspaces
Starter and Community workspaces have access to peer-to-peer community assistance, where community members share insights and solutions to common issues. Additionally, our extensive documentation serves as a comprehensive guide, ensuring that most of your questions are addressed without needing external assistance.