> ## Documentation Index
> Fetch the complete documentation index at: https://docs.useparagon.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Contacting Support

## Submitting a Ticket

Before submitting a ticket, please visit our [Status Page](https://status.useparagon.com/) 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 **[support@useparagon.com](mailto:support@useparagon.com)** 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 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](mailto:sales@useparagon.com).

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            | Pro                                                                                                                                           | Enterprise                                                                                                                                                        |
| ------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Documentation & SDKs** | ✔                                                                                                                                             | ✔                                                                                                                                                                 |
| **Support Channels**     | Email, Slack                                                                                                                                  | Email, Slack                                                                                                                                                      |
| **Initial Response**     | - **Urgent**: 4 business hours <br /> - **High**: 4 business hours <br /> - **Normal**: 12 business hours <br /> - **Low**: 24 business hours | - **Urgent**: 2 hours, with Slack escalation access <br /> - **High**: 4 business hours <br /> - **Normal**: 8 business hours <br /> - **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.