> ## Documentation Index > Fetch the complete documentation index at: https://docs.findtempo.co/llms.txt > Use this file to discover all available pages before exploring further. # Support policy > What Tempo support covers, how issues are classified, and how quickly you can expect a response. This page describes the support included with every Tempo subscription. If your Order Form states different support terms, the Order Form controls. Support is for keeping the platform working for your team. Standing up Tempo for the first time is a separate, outcome-based process. See [Onboarding](https://docs.findtempo.co/admin/onboarding.md). ## 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](https://docs.findtempo.co/integrations/overview.md). * 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 | Channel | Best for | How | | - | - | - | | Shared Slack channel | Day-to-day questions and fast back-and-forth | Post in your dedicated customer channel | | Email | Anything, including issues you want tracked in writing | [support@findtempo.co](mailto:support@findtempo.co) | | Status page | Checking for a known incident before reporting one | [status.findtempo.co](https://status.findtempo.co) | 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. | Severity | Definition | Examples | | - | - | - | | **Severity 1** | The platform is unavailable or unusable for your organization, or there is a suspected security issue. | No one can sign in. The MCP server rejects every connection. Data from another organization is visible. | | **Severity 2** | A core capability is broken for many users and there is no workaround. | A connected CRM stops syncing. Signals stop matching. Deal state is not updating for the whole team. | | **Severity 3** | A capability is degraded or broken for some users, or a workaround exists. | One member's Google connection fails. A signal returns wrong results. A skill fails to run for one member. | | **Severity 4** | A question, a feature request, or a documentation issue with no impact on use. | How a permission works. A request for a new integration. A typo in these docs. | ## 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. | Severity | Target first response | Update cadence until resolved or mitigated | | - | - | - | | Severity 1 | 1 business hour | Every 2 business hours | | Severity 2 | 4 business hours | Every business day | | Severity 3 | 1 business day | As progress is made | | Severity 4 | 2 business days | As progress is made | 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. > [!WARNING] > > Do not paste API keys, OAuth tokens, or passwords into a support request. If a key may have leaked, say so and we will walk you through replacing it. See [Replace a key](https://docs.findtempo.co/api-reference/introduction.md#replace-a-key). ## Escalation If a response target is missed, or you believe the severity is wrong, reply in the same thread and ask for an escalation. The request is reviewed by Tempo's customer lead the same business day. ## Onboarding and professional services Onboarding has its own page because it is scoped to outcomes with a defined deployment period. See [Onboarding](https://docs.findtempo.co/admin/onboarding.md). Work beyond onboarding and support, such as a custom integration or a bespoke workflow, is delivered as professional services under a Statement of Work. Ask your Tempo contact for a scope. ## Conduct We keep support communication professional and expect the same in return. Tempo may decline to continue a conversation that is abusive. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.