Contacting Support

Submitting a Ticket

Before submitting a ticket, please visit our Status Page to see if any known incidents may be related to your issue. You are also able to subscribe for alerts for status page updates.

Submit a ticket by reaching out to [e-mail] or by sending a message in Slack, if your support level includes a shared Slack channel.

To help our team reach a resolution as quickly as possible, please provide:

• Approximate date/time of issue occurrence

• Links to workflow executions or errors

• Error messages appearing in browser console

• Error messages appearing in API requests

• User ID (as provided in the Paragon User Token), if related to an end-user

Support Levels

Your support level corresponds to the Startup, Pro, or Enterprise plan of your Paragon account. If you'd like a higher support level than what is included with your plan, please contact our sales team.

Response times apply during US business hours (9 AM - 5 PM in Pacific Time or America/Los_Angeles).

Paragon’s office is closed in observance of the following holidays:

• US Federal Holidays, as defined by the Office of Personal Management of the United States

• The day after Thanksgiving

• One business day before and after Christmas

• All business days between Christmas and New Years

Support Level	Startup	Pro	Enterprise
Documentation & SDKs	✔	✔	✔
Support Channels	Email Only	Email, Slack	Email, Slack
Initial Response	Within 24 business hours	Urgent: 4 business hours High: 4 business hours Normal: 12 business hours Low: 24 business hours	Urgent: 2 hours, with Slack escalation access High: 4 business hours Normal: 8 business hours Low: 12 business hours

Priority Levels

Our support team will assign a priority to your ticket based on impact. Here are the standard definitions we use to classify your ticket:

• Urgent: Your production system is down. Widespread impact for multiple end-users and no workaround is possible. Could cause widespread impact if not resolved.

• High: Your production system is impaired or degraded in a significant way, for more than 1 end-user. Examples include significant performance delays. This is also the appropriate Priority for an Urgent issue once a workaround has been identified & provided.

• Normal: You have issues impacting a single end-user, but your overall production system is still performing. This would also include minor performance degradation that is noticeable but not high-impact. This is also the appropriate Priority for issues in staging or development environments.

• Low: An issue that is not impairing normal business operations, but warrants attention. Feature requests.