Support Options

Auth0 Status

The Auth0 status page contains information on current production status and will be updated during an outage. After an outage, a root-cause analysis is performed and made available via the page.

Please check the status page before filing a ticket. If the status page contains a notification about an outage, our team will already be working on restoring service as quickly as possible. Once the issue is resolved, the status page will be updated to reflect that. There is a button on the page to subscribe to notifications of any changes. A root-cause analysis will be published to the status page once an investigation has been done.

Public Forum

Auth0's public discussion forum offers support for all subscribers. All customers, even on free accounts, can use our public discussion forum to search existing questions and receive support from our engineers if their question has not already been asked.

Support Center

Additionally, paid subscribers can create a private ticket via Support Center. All account administrators will be able to view and add comments to Support Center tickets. Support Center can be accessed by clicking on the Get Support link on the dashboard.

Learn more about creating tickets with Support Center

Critical Production issues should always be reported via the Support Center for fastest response.

Ticket Response Times

Ticket response times will vary based on your support plan (shown below). Note that customers on non-paying trial or free subscriptions are not eligible for a support plan and should utilize the discussion forum. Non-paying customers may still raise a private ticket via the Support Center however there is no support response SLA and tickets will be answered on a best effort basis after prioritization of paying subscribers' tickets, generally resulting in a 2-5+ business day response.

Free (No Plan) Standard Support Enterprise Support Preferred Support
Ticket Prioritization Lowest Normal High Prioritized
Support Hours Standard: M-F 7am-7pm (local timezone) / Critical Outage: M-F 7am-pm (PST) Standard: M-F 7am-7pm (local timezone) / Critical Outage: M-F 7am-pm (local timezone) Standard: M-F 7am-7pm (local timezone) / Critical Outage: 24x7x365 Standard: M-F 7am-7pm (local timezone) / Critical Outage: 24x7x365
First Response Time Target 2-5+ Business Days 2 Business Days Standard: 3 business hours / Critical Outage: 1 hour Standard: 1 business hour / Critical Outage: 1 hour
Subsequent Response Time Target Best Effort after paid subscriptions Standard: 16 business hours / Critical Outage: ongoing within support hours Standard: 8 business hours / Critical Outage: ongoing within support hours Standard: 4 business hours / Critical Outage: ongoing within support hours
Public Forum Yes Yes Yes Yes
Support Center Limited - Best effort Yes Yes Yes
Ticket Response Channels Support forum, Support Center Support forum, Support Center Support forum, Support Center, chat, web conference Support forum, Support Center, chat, web conference
Onboarding Experience Self-service in app and email Self-service in app and email Sprint Sprint Preferred
Ongoing Customer Success Engagement none none Customer Success Team Allocated Success Manager

Ticket Severity

Standard: Defined as an Auth0 issue impacting your live or in-production systems or your ability to progress to production where:

  • Business processes and functions are degraded;
  • A group or groups of users are impacted;
  • There is a reasonable workaround;
  • Application is not yet in live, production status.

Critical: Defined as an Auth0 issue severely impacting your live or in-production systems where:

  • Major business processes and functions are stopped for all or most users;
  • Majority of users are significantly impacted, for example: unable to log in;
  • There is no workaround;
  • Application is in live, production status.

Critical Production issues should always be reported via the Support Center for fastest response.

Translation from former support plans to new:

  • Subscriptions previously known as "Free" map to the current "Free" support classification
  • Subscriptions previously known as "Gold/Silver/Home Grown" map to the current "Standard" support plan.
  • Support plans previously known as "Enterprise" and "Premium" support map to the current "Enterprise" support plan.
  • The "Preferred" support plan is a new plan available for purchase as of October 2016.

Every effort will be made to respond sooner than the times listed above. However, some types of problems such as development issues that require us to install software to duplicate a problem, may take time due to the research and work required. Response times may also be delayed during periods of heavy ticket volume.

If you have specific support requirements or are interested in the Enterprise Support or Preferred Support option, please contact sales.