Support Procedures

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.

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

  • Actions

  • Rules

  • Hooks

  • Extensions

  • Email templates

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

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.

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.

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