Welcome to the Rocket.Chat Support Center! We are dedicated to providing exceptional service and ensuring the smooth operation of your workspaces. Rocket.Chat offers a variety of support options for premium plans and community workspaces.
Support for premium plans
As a paying customer, you are entitled to direct support from our support team.
Rocket.Chat offers three distinct support options, each designed to meet our customers' diverse requirements.
The following table shows the details of the support plans:
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Support Standard: This plan is available for self-service (customers who deploy and subscribe to Rocket.Chat plans themselves) and sales-enabled customers.
Support Plus and Mission Critical: These plans are only available for Enterprise and Chat Engine customers.
Definitions
A dedicated Customer Success Manager (CSM) oversees a comprehensive onboarding process and designs a strategy roadmap for product adoption aligned with your desired business outcomes. The CSM's role extends to serving as a trusted advisor and advocate for the customer within our organization.
Service Level Agreement (SLA) timelines represent the window within which customers can anticipate an initial response. These should not be misconstrued as the 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 BRT.
24x7 support: For high-severity tickets, we offer round-the-clock support through our hotline, available 24 hours a day, 7 days a week.
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.
Support for Starter and Community workspaces
Opting for the Starter and Community workspaces grants you access to our vibrant peer-to-peer community assistance. The community members often provide insights and solutions to common challenges. Additionally, our extensive documentation serves as a comprehensive guide, ensuring that most of your questions are addressed without needing external assistance.