Support Procedures

Support Center

In addition to the Auth0 Community, paid subscribers can create a private ticket in the Support Center. All tenant administrators can view and add comments to Support Center tickets. As an administrator, you can also allow other members of your team to have access to the Support Center, so they can view, add, and comment on tickets.

To access the Support Center, go to the Dashboard and click on the Get Support link.

Always report critical production issues in the Support Center for the fastest response.

Unsupported requests

Our support team strives to assist you to the best of our ability. However, we are currently unable to grant these requests:

  • Transferring data from a non-production to a production account

  • Renaming a tenant

  • Renaming a connection

  • Re-using the name of a previously deleted tenant

  • Migrating a tenant from one region to another (for example, from US to EU)

  • Ad hoc usage data reports.

  • Restore any deleted or modified data or settings in tenants, including:

    • Database connections and their users and passwords

    • Users, their profile information, metadata, roles membership

    • Roles and permissions

    • Applications

    • SSO Integrations

    • APIs

    • Connections

    • Rules

    • Hooks

    • Extensions

    • Email templates

    • Tenant logs (once the standard log data retention time has passed)

Defect resolution procedures

Auth0 assigns all defects one of four response priorities, dependent upon the problems caused by the defect. Auth0 may use the problem descriptions below to re-assign prioritization levels that you set in Auth0’s trouble ticketing system.

Severity Level Description
1 (Urgent) Emergency Issue: Defect resulting in full or partial system outage or a condition that makes the Auth0 Platform unusable or unavailable in production for all of your Users.
2 (High) Significant Business Impact: Defect resulting in a condition where major functionality is impacted or significant performance degradation is experienced; issue is persistent and affects many Users and/or major functionality.
3 (Normal) Minor Feature/Function Issues/General Question: Defect results in a component of the Auth0 Platform not performing as expected or documented or an inquiry by your representatives regarding general technical issues/questions.
4 (Low) Minor Problem/Enhancement Request: Information requested on Auth0 Platform capabilities, navigation, installation, or configuration; enhancement request.

Defect responses

The priority of a defect dictates the timing and nature of the response as specified in the table below:

Defect Severity Level & Business Impact Standard Target Response Time Enterprise Target Response Time Preferred Target Response Time (no longer for sale) Premier Target Response Time Solution Definition (one or more of the following)
1 (Urgent)
Emergency Issue
1 business hour
6AM to 6PM
Mon to Fri (local time)
30 minutes
24x7x365
30 minutes
24x7x365
30 minutes
24x7x365
  • Issue is resolved.
  • Workaround is provided.
  • Fix is provided.
  • Fix incorporated into future release.
2 (High)
Significant Business Impact
4 business hours
6AM to 6PM
Mon to Fri (local time)
2 hours
24 hours a day
Mon to Fri (local time)
1 hour
24 hours a day
Mon to Fri (local time)
1 hour
24x7x365
  • Issue is resolved.
  • Workaround is provided.
  • Fix is provided.
  • Fix incorporated into future release.
3 (Normal)
Minor Feature / Function Issue, General Question
1 business day
6AM to 6PM
Mon to Fri (local time)
12 hours
24 hours a day
Mon to Fri (local time)
8 hours
24 hours a day
Mon to Fri (local time)
8 hours
24x7x365
  • Issue is resolved.
  • Workaround is provided.
  • Fix incorporated into future release.
  • Answer to question is provided.
4 (Low)
Minor Problem, Enhancement Request
2 business days
6AM to 6PM
Mon to Fri (local time)
24 hours
24 hours a day
Mon to Fri (local time)
12 hours
24 hours a day
Mon to Fri (local time)
12 hours
24x7x365
  • Answer to question is provided.
  • Enhancement request logged.

Learn more