---
title: Support
meta:
    description: Tinybird support plans, scope, channels, hours, and how to request help.
---

# 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](/forward/pricing) 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](https://www.tinybird.co/pricing/calculator) or [contact sales](https://www.tinybird.co/contact-us).

## Support channels

{% table %}
  * Plan
  * Channels
  ---
  * Free
  * [Community Slack](/community) 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
{% /table %}

## 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](https://www.tinybird.co/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](/forward/core-concepts/workspaces#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

{% callout type="warning" %}
Never send API tokens or other secrets to support. We never ask for them.
{% /callout %}

## Integrated troubleshooting

Tinybird tries to give you direct feedback and notifications if it spots anything going wrong. Use Tinybird's [Service Data Sources](/forward/monitoring/service-datasources) 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](/forward/guides/quarantine#recovering-rows-from-quarantine).

You can also use the [Service Data Sources](/forward/monitoring/service-datasources), like `datasources_ops_log`.

## Useful links

- [Community Slack](/community)
- email support: <support@tinybird.co>
- [Service status](https://status.tinybird.co/)
- [Terms and Conditions](https://www.tinybird.co/terms-and-conditions)
- [Pricing calculator](https://www.tinybird.co/pricing/calculator)
- [Contact sales](https://www.tinybird.co/contact-us)
- [Service Data Sources](/forward/monitoring/service-datasources)