For smaller teams who need basic support and help in case of emergenciesContact Us
For larger teams who need a quicker response and 24/7 phone supportContact Us
|Critical business impact||1 hour||30 minutes|
|Normal business impact||12 hours||8 hours|
|Minimal business impact||2 business days||1 business day|
|Online ticket creation|
|24/7 chat support|
|24/7 phone support|
|Direct access to product team|
Displayed prices are for an annual contract.
Support plans do not include end users. Once a support plan has been purchased it is the business's responsiblity to inform Rocket.Chat who will be their internal point of contact for the support plan. Up to three contacts are permitted per organization.
Rocket.Chat provides user information for adminstrators, end users and developers at https://rocket.chat/docs.
Premium plan subscribers are entitled to a one-hour consultation each month with a core team member. Additional hours can be purchased for a fee.
An issue affecting Rocket.Chat that prevents a business from operating as normal.
Examples include: data loss or corruption; system crashes; loss of critical functionality; large numbers of users unable to work.
The first response time is 1 hour for the Basic plan and 30 minutes for the Premium plan.
An issue affecting Rocket.Chat that causes a partial or non-critical loss of functionality.
Examples include: some system functions are unavailable; minor performance problems; small numbers of users unable to work.
The first reponse time is 12 hours for the Basic plan and 8 hours for the Premium plan.
A question, feature request or documentation issue that does not have an impact on performance.
The first response time for both Basic and Premium plans is 24 hours.