Honeycomb Support
Our team of knowledgeable support engineers is on deck as your trusted partner in observability, so please don’t hesitate to get in touch! In addition to solving issues and removing blockers to your progress, we’re happy to answer questions and take in any feedback about your experience with Honeycomb.
Support availability:
How to get in touch
In the Honeycomb app
Via the Account → Contact Us menu in the left-hand sidebar
Via email
You can email at support@honeycomb.io, and we will be happy to assist you.
Support tiers
We’re proud to introduce Honeycomb Premium Support, available to Enterprise customers only—a new, elevated tier of technical support with faster first response SLAs for critical issues and opt-in monthly ticket reviews with a designated Honeycomb Support Engineer.
Each Honeycomb plan offers different levels of support. Visit the Pricing page to learn more about the different Honeycomb plans and find the right fit for your team’s needs. For details on what Honeycomb Support covers, please see the Honeycomb Scope of Support.
Free | Pro | Standard Enterprise support | Premium support |
|---|---|---|---|
| Support access | |||
Account support only | Global business hours | Global business hours, with a 24x7 1 hour SLA on P1 tickets | |
| Support channels | |||
Email, web, in-app | Email, web, in-app | Email, web, in-app, and "chat" (Slack or MS Teams) | Email, web, in-app, and "chat" (Slack or MS Teams) |
| Initial response time | |||
N/A | One business day | P1: 2 business hours, P2: 4 business hours, P3: 1 business day, P4: 1 business day | P1: 1 hour, P2: 2 business hours, P3: 4 business hours, P4: 1 business day |
| Priority chat and ticket handling | |||
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| Support engagement overview and analysis with a Honeycomb Support Engineer | |||
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