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:
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.
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
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.