Support tiers and response targets
Every plan includes support. The level rises with the plan: how quickly you get a person, whether you have a dedicated contact, and what happens in an emergency. This page describes each tier and how we count the clock.
The tiers
Plan | Support tier | What you get |
|---|---|---|
Team | Basic | Self-serve; a person replies by the next business day. No onboarding services. |
Connect | Standard | Next-business-day support. |
Operate | Priority | Priority business-hours support, with live chat with a person during business hours; four-hour P1 target. |
Scale | Dedicated | Dedicated support contact, who gets your live chats first; monthly review; two-business-hour P1 target. |
Enterprise | SLA | Contracted support, optional 24/7 P1. |
Every tier can use the Help Center, Chat with support, Submit a request, My requests, and email, all from the Help and support menu at the bottom of the sidebar; see How to reach support. Chat answers with AI first. If you ask for a person on Team or Connect, the chat becomes a request answered within your target; on Operate and above, a person joins live during business hours.
What P1 means
A P1 is an incident where the service is unavailable or data is at risk for all of your users. A slow answer or a connector that failed a sync are real problems and we will work them, but they are not P1. A suspected security incident in your account, or losing access to it, takes the P1 path on every plan.
The Submit a request form in the support portal has a Severity field: Normal (a question, or a problem with a workaround), High (some work is blocked and there's no workaround), or Urgent. Severity sets the request's priority. Urgent is how you report a P1: those requests are marked urgent and go to the front of the queue. Choose Urgent only when it meets the definition above. If you report a P1 by chat or email instead, say so in the first line of your message.
Business hours
Business hours are Monday to Friday, 8:00 to 18:00 US Central. Response targets count only during business hours unless your contract says otherwise. A request sent on Friday evening with a next-business-day target is due by the end of Monday.
Enterprise contracts can include 24/7 coverage for P1 incidents.
How targets are measured
A response target is the time to a substantive reply from a person: someone who has read your request and is either answering it or telling you exactly what is happening next. The automatic acknowledgement you get when a ticket is created does not count, and neither does an answer from the AI support agent.
Resolution is a separate matter. Many requests are resolved in the first reply; others need investigation, a fix, or a release. We keep you updated in the request until it is closed, and you can follow it under My requests.
Onboarding
Team is self-serve. On Connect and above, every deployment starts with an expert-led onboarding build, quoted separately from the subscription. The quote includes your starting credit balance. Enterprise onboarding is contracted.
Getting the fastest answer
Search the Help Center first (Search the docs in the Help and support menu). Many questions, especially about credits, connectors, and publishing, are answered there.
Write from inside the app when you can: chat and requests opened there carry your Records Labs sign-in, so we already see your organization, plan, and role. By email, tell us your organization name and plan.
Include what you were doing, what you expected, and what happened. A link to the page or the run helps most.
For a P1, choose Urgent under Severity on the request form, or say so in the first line of a chat or email.