Support

Support Types

We offer multiple levels of support to ensure that our customers receive the best assistance for their needs:

Self-Service Support

• For non-urgent issues or simple queries, we encourage customers to explore our Knowledge Base (KB) Articles.

• Best For: Common questions, platform features, troubleshooting tips.

Standard Support

• Standard support is available to resolve common issues, answer questions, and provide guidance.

• Support Channels:

  • Email Support: support@allstacks.com

  • Chat: Available within your Slack/Teams channel during EST business hours with your assigned CSM.

• Response Time: Typically, 24 hours or less for email or chat support.

• Best For: General inquiries, feature requests, bug reports.

24/7 Emergency Support

• Available for critical incidents or system outages that severely impact your ability to use the service.

• Support Channels:

  • Use your Slack/Teams channel and @here with an “Urgent” message

  • Email support@allstacks.com with an “Urgent” headline.

• Response Time: Instant response from our emergency supporting team.

• Best For: Service outages and security incidents.

Escalation Path

If your issue requires additional assistance beyond standard support, we have a clear escalation path to ensure that your concern is addressed promptly:

Level 1 Support (Initial Contact)

• Who Handles: Frontline CSM team (email, chat)

• Typical Response Time: 24 hours for inquiries.

• Escalation Criteria: If your issue is blocking the use of the platform, and there is no progress or update on the problem within 5 business days, or if it requires more advanced troubleshooting.

Level 2 Support (Product Support)

• Who Handles: Product lead and more experienced technical support engineers.

• Escalation Criteria: If Level 1 support cannot resolve the issue and the issue is critical for use of the platform.

• Typical Response Time: Within 12 hours for priority cases.

Level 3 Support (Escalation to Management)

• Who Handles: Customer Success Managers and Allstacks Leadership

• Escalation Criteria: If your issue is critical, impacts business continuity, or needs long-term resolution.

• Typical Response Time: Within 2-4 hours, with regular updates on progress until resolution.