Support Options

Support Options Overview

Auth0 offers the following support plans:

No Plan Customers with Auth0's free subscription plan can seek support through the Auth0 Community.
Standard Support For customers with a paid (non-Enterprise) subscription plan or those in the initial trial period.
Enterprise Support For customers with an Enterprise subscription plan.
Preferred Support For customers with an Enterprise subscription plan that have added the Preferred Support option.

No Support

Customers with Auth0's free subscription plan can seek support through the Auth0 Community. Response times may vary and are not guaranteed.

Trial Subscriptions

New Auth0 customers receive Standard Support during the 22-day trial period (customers may check on how many trial days they have left by logging into the Dashboard).

At the end of the trial period, customers who have not opted to purchase a paid subscription can use the Auth0 Community for assistance. They will no longer be able to access or open tickets in the Support Center.

Standard Support

Customers with a paid Auth0 subscription plan receive Standard Support, which offers access to the following channels:

  • Auth0 Community;
  • Auth0 Support Center.

The Auth0 Support Center offers ticketed support, where support specialists are available to provide assistance.

Enterprise Support (with or without Preferred Support)

Customers with an Enterprise subscription plan receive extended support hours for outages, quicker response times, and Auth0 Sprint onboarding assistance.

Please contact the Auth0 Sales Team if you have specific support requirements or are interested in the Enterprise Support Plan (with or without the Preferred Support option).

Support Channels

Auth0 offers the following support channels.

Auth0 Community

Auth0's public question and answer community offers support for all subscribers. All customers, even those on free accounts, can search existing through questions and post a new question if theirs hasn't been answered. There are no guaranteed response times for questions posted.

Support Center

In addition to the Auth0 Community, 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 Auth0 Community.

Standard Support Enterprise Support Preferred Support
Subscription Plan Developer, Developer Pro. Legacy plans: Gold, Silver and Home Grown Enterprise Enterprise with Preferred Support Option
Support Hours Standard: 24 hours per day, Monday - Friday Standard: 24 hours per day, Monday - Friday / Critical Outage: 24 Hours Per Day, 7 days per week, 365 days per year Standard: 24 hours per day, Monday - Friday / Critical Outage: 24 Hours Per Day, 7 days per week, 365 days per year
First Response Time Target 2 Business Days Standard: 3 business hours / Critical Outage: 1 hour Standard: 1 business hour / Critical Outage: 1 hour
Subsequent Response Time Target Standard: 2 business days Standard: 1 business day / Critical Outage: ongoing within support hours Standard: 4 business hours / Critical Outage: ongoing within support hours
Ticket Response Channels Support Center Support Center, chat, web conference Support Center, chat, web conference
Onboarding Experience Self-service in app and email Sprint Sprint Preferred
Ongoing Customer Success Engagement Not Included Customer Success Team Allocated Customer Success Manager

Support Hours

Auth0's Business Hours are as follows:

Standard Business Hours Monday, 6:00 am CST/UTC+8 hours - Friday, 6:00 pm PDT/UTC-7 hours | 24/5 coverage during this period

Critical Support Hours Standard Support: 24/5 | Enterprise and Preferred Support: 24/7/365

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.

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.

Legacy Subscription Plan Mapping

  • 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.
  • Customers that have Developer or Developer Pro subscriptions 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.

Support Languages

We provide all technical support in English, but we will make an effort to accommodate other languages if possible.

Pricing

For pricing information on Auth0's subscription plans, please see [Pricing Page] or your Account Settings.

Additional Support Resources

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.

Whitehat Support Tickets

All customers, even those with free subscription plans, may report security concerns via Auth0 Whitehat.