Support¶
Tinybird provides support through different channels depending on your plan. Free workspaces can request support only through the Community Slack. Developer includes email support. SaaS and Enterprise include Standard or Premier support with priority email, live chat, and a dedicated customer Slack channel.
See Pricing plans for plan details.
Support scope¶
We divide support into three categories. Each covers different needs and engagement levels.
Technical support¶
Technical support resolves issues you encounter while using Tinybird:
- Production incident investigation
- Troubleshooting errors and blocked workflows
- Potential product bug triage
- Operational and authentication issues
- Questions about existing features
- Supported usage and configuration guidance
Customer Success¶
Customer Success focuses on long-term outcomes, not urgent incidents:
- Adoption guidance
- Success planning
- High-level architecture reviews
- Usage optimization
- Performance recommendations
Professional Services¶
Professional Services is a separate paid engagement, not included with Standard or Premier support:
- Hands-on implementation
- Migrations
- Detailed architecture design
- Deep optimization
- Pipeline building
- Training
Support plans¶
We offer two support plans for SaaS and Enterprise: Standard and Premier.
Standard is included with SaaS and Enterprise. Premier is available for SaaS S-24+ and Enterprise. Your customer agreement defines your support plan, pricing, and terms.
Standard¶
Standard includes:
- Priority email
- Live chat
- Dedicated customer Slack channel
Premier¶
Premier includes everything in Standard plus:
- Designated Customer Success engineer
- Prioritized SLA
- On-call requests
- Monthly partnership meeting
- Onboarding support
Premier pricing depends on your plan, deployment, and customer agreement. Support charges don't depend on ticket volume or platform activity. On-call allowances vary by deployment and agreement. For details, use the pricing calculator or contact sales.
Support channels¶
| Plan | Channels |
|---|---|
| Free | Community Slack only |
| Developer | Community Slack and email support at support@tinybird.co |
| SaaS and Enterprise (Standard or Premier) | Priority email, live chat, Community Slack, and a dedicated customer Slack channel |
Support hours and response commitments¶
Our email support at support@tinybird.co is available from 9:00 AM to 6:30 PM CET on a Business Day. Other agreed support channels follow those hours unless your customer agreement says otherwise.
Response commitments depend on your plan, incident severity, and customer agreement. We don't provide default 24/7 support. Out-of-hours support is only available when specifically agreed and for Critical or High severity incidents.
Your customer agreement is the source of truth for hours, response commitments, and severity definitions. See the Terms and Conditions.
How to contact support¶
To help us investigate quickly, include the following when you contact support:
- Organization or Workspace ID. See Workspace ID.
- Affected resources (Data Sources, Pipes, Endpoints, Connections)
- Timestamps and timezone
- Request or query IDs
- Exact error messages
- Expected and actual behavior
- Recent changes (deploys, schema changes, configuration updates)
- Steps to reproduce the issue
Never send API tokens or other secrets to support. We never ask for them.
Integrated troubleshooting¶
Tinybird tries to give you direct feedback and notifications if it spots anything going wrong. Use Tinybird's Service Data Sources to get more details on what's going on in your data and queries.
Recover deleted items¶
Tinybird creates and backs up daily snapshots and retains them for 7 days.
Recover data from quarantine¶
The quickest way to recover rows from quarantine is to fix the cause of the errors and then reingest the data. See Recover data from quarantine.
You can also use the Service Data Sources, like datasources_ops_log.