Service & Support
We strive to provide the best support possible for our customers and therefore offer different channels of communication to accommodate your concerns.
Support
Our support team tries to help with every issue that might come up when working with Storyblok. To make it easier for you to find help we have different ways to contact us and to get in touch with the Storyblok community.
- Real time discussions are often the best way to resolve a problem and therefore we have a discord channel where lots of helpful people hang out and are happy to help: Storyblok Discord
- The most direct way to communicate with us is by using the live-chat widget embedded on most of our websites. On the live-chat we will focus on questions that are directly related to the service itself. Unfortunately we do not have the capacity to help with implementation specific details.
Severity classifications
| Severity | Description | |
|---|---|---|
| Critical | Storyblok production product or mentioned production application unavailable. No workaround available. | Extended Support: Incident eMail Standard Support: Live-Chat |
| High | Partial product downtime, code functionality not available, or significantly degraded application performance. No workaround available. | Live-Chat |
| Medium | Non-critical loss or impact to the Storyblok product or application. Workaround available. | Discord |
| Low | Other Storyblok product defects, documentation errors, or other low-priority issue. | Storyblok Helpdesk |
Response times
| Severity | Standard Support | Extended Support |
|---|---|---|
| Critical | Next business day | 2 hours |
| High | Next business day | Next business day |
| Medium | 4 business days | Next business day |
| Low | 4 business days | 2 business days |