How to reach Union support, the severity levels, and the response time targets per tier.
Getting support
You can reach the support team through any of the channels below for all severity levels.
For blocking issues that require immediate attention, include Sev 1 - Urgent in your request through the shared Slack channel, the support portal, or email. This pages the 24×7 on-call team.
Severity levels
| Severity | Description |
|---|---|
| Platform is down, inoperable, inaccessible, or unavailable; operation has materially ceased. No workaround available. | |
| Platform is severely limited or degraded; major functions are not performing properly; situation is significantly impacting operations. | |
| Minor issues with the platform. Issues may have viable workarounds immediately available. | |
| 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 |
|---|---|---|---|---|
| 24 hrs | 3 hrs | 2 hrs | 1 hr | |
| 36 hrs | 6 hrs | 4 hrs | 2 hrs | |
| 48 hrs | 24 hrs | 12 hrs | 4 hrs | |
| 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
If you created your organization yourself by signing up (a self-serve organization), click Help in the console’s navigation sidebar, then choose Contact support or Report a bug or send feedback. For organizations that Union.ai set up for you, the console shows a Documentation link there instead and has no support option. If your sidebar has no Help item, use one of the other channels on this page.
Send an email to 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.