Service & Support
We strive to provide the best support possible for our customers and therefore offer different channels of communication to accommodate your concerns.
Support
Our support team is here to help with any issue that might come up when working with Storyblok. We have different ways to contact us and get in touch with the Storyblok community.
- Real-time discussions are often the best way to resolve a problem. We have a Storyblok Discord channel where lots of helpful people hang out and are happy to lend a hand.
- For direct support, please log into your Storyblok account and select “Help & Inspiration” in the app.
- Enterprise and Enterprise+ customers can access a live chat within the app.
Unfortunately, we do not have the capacity to help with implementation-specific details. Learn more in the implementation project support FAQ.
Severity classifications
| Severity | Description | |
|---|---|---|
| Critical | Storyblok production product or mentioned production application unavailable. No workaround available. | Extended Support: Incident eMail Standard Support: Storyblok Help Center |
| High | Partial product downtime, code functionality not available, or significantly degraded application performance. No workaround available. | Storyblok Help Center |
| Medium | Non-critical loss or impact to the Storyblok product or application. Workaround available. | Storyblok Help Center |
| Low | Other Storyblok product defects, documentation errors, or other low-priority issue. | Storyblok Help Center |
Response times
| Severity | Standard Support | Extended Support |
|---|---|---|
| Critical | Next business day | 2 hours |
| High | Next business day | Next business day |
| Medium | 4 business days | Next business day |
| Low | 4 business days | 2 business days |