What are the different support plans available?

There are 3 types of support plans available:

• Standard plan - light touch support with access to a help desk, incident management, knowledge base
• Priority plan - pro active guidance with shorter response time, technical account manager
• Consulting - if the above 2 support options doesn't meet your requirements, reach out to us to discuss how we can help you with your project.

How do I contact the support?

If you have an active support subscription, you can reach out to support@thethingsindustries.com.

How can I add a support plan to my account? I am using TTS Cloud.

You can add a support plan by logging into subscription management and selecting the plan of your choice. Here is the link to the portal.

How do I know what is in the scope of support and what is not?

It is also common to be in doubt if your problem/question is in the scope of our support. Here is the explanation of what will be supported by us and what will not.

Support Includes
- Incident Support - Identifying and troubleshooting problems
- Root cause analysis
- Assistance with issues during migration from other networks
- Guidance around implementation and configuration
- Integration support with Global Join Server, LoRaWAN traffic exchange via the Packet Broker
- Support for evaluation server is limited at the moment, please reach out to us via email to discuss how we can help you.

Support Does Not Include
- Customers without a valid support arrangement
- Pre-release, Beta releases, availability on the public network - TTN
- Customized versions of The Things Stack or TTN
- For community-based development support, please post these questions on the Forum.
- Third-party application integrations
- Product training
- Features such as poly packet forwarder, LoRaWAN relay etc. which are still not officially supported.
- On-premise deployment, capacity planning, installation, fixing gateways
- Need this kind of assistance? Our partners might be able to help out.

I need a phone call with the support team. How can I arrange it?

Inbound phone assistance is reserved for customers with Priority. You can surely request for further assistance, but please make sure that you have already provided everything request by the support team (i.e logs, screenshots, descriptions, etc.). From our experience, this makes our investigation process faster and there is also the possibility of resolving the problem through the ticket before the call.

In what language is support available?

Our team provides support in English only.

What kind of SLA and response times does TTI offer?

You can find our standard SLA following this link.