What support covers
- Access to the Tempo web app, the MCP server, and the REST API.
- Connected context sources: connection failures, sync errors, and missing or stale data from a supported integration.
- Platform capabilities: Themes, Signals, Skills, Playbook, fields, and CRM updates.
- Account administration: members, roles, permissions, and API keys.
- Billing and invoice questions.
- Questions about documented behavior, and documentation corrections.
What support does not cover
- Code you or a third party write against the REST API or MCP server. We help with the request and response contract, not with your code.
- Configuration of your CRM, email, calendar, call recording, or messaging platform beyond what Tempo needs to connect.
- Outages or changes in a third-party system that Tempo connects to. We tell you what we see and what Tempo will do once the source recovers.
- Custom integrations, custom workflow development, data migration beyond the included backfill allowance, and dedicated staff. These are professional services and are scoped under a Statement of Work.
- Advice on sales strategy or deal decisions. Tempo surfaces context and cited claims. Your team makes the call.
Who can contact support
Any Authorized User in your organization can contact support about product behavior. Requests that change your account, such as adding members, changing permissions, or updating billing details, must come from an organization admin.Support channels
Not every customer has a shared Slack channel. Email reaches the same team and gets the same response targets.
Support hours
Support hours are 8:00 AM to 6:00 PM Pacific time, Monday through Friday, excluding United States federal holidays. Response targets below are measured in business hours within that window. Severity 1 issues reported outside support hours are acknowledged on the next business day unless your Order Form includes after-hours coverage.Severity levels
Tempo assigns a severity to each request based on the definitions below. We may change the severity as we learn more, including lowering it once the impact is mitigated or if we are waiting on information from you.Target response times
The first response is a reply from a person who has read your request and is working on it. It is not an automatic acknowledgment.
These are targets, not guarantees, and resolution time depends on the issue. Where an incident affects more than one customer, updates are posted on the status page rather than to each request.
Writing a good support request
Include as much of the following as you can. It usually turns a two-day exchange into one reply.- What you were trying to do, and in which tool. For example, the Tempo app, Claude over MCP, or a REST API client.
- What happened instead, with the exact error text if there was one.
- When it happened, with your time zone.
- The deal, member, integration, signal, or skill involved. A link to the page is ideal.
- Whether it affects one person or the whole team.
- Anything you have already tried.