Data Platform
You're not on call alone.
with deeper operational support available through Premier.
Priority technical support
Available for SaaS and Enterprise.
- Priority email
- Live chat
- Dedicated customer Slack channel
Dedicated success guidance
Available for SaaS S-24+ and Enterprise.
Everything in Standard, plus:
- Designated Customer Success engineer
- Prioritized SLA
- On-call requests
- Monthly partnership meeting
- Onboarding support
People behind the product
Engineers who
own the problem
300+
Support conversations handled each month
85%+
Of conversations
start in Slack
“Tinybird's support is the best I've ever seen. They took ownership of our problems, drove them to the finish, and always had great transparency if there were any problems along the way.”
Carl Thorner
CTO & Co-Founder of Zembula
From incident to improvement
The right expertise
at every stage
Incident investigation
- Investigate production incidents
- Identify likely causes
- Guide recovery and next steps
Troubleshooting and bug triage
- Explain errors and unexpected behavior
- Troubleshoot blocked workflows
- Triage potential product bugs
Operational and authentication issues
- Resolve operational issues
- Diagnose authentication problems
- Clarify supported configuration
Feature guidance
- Answer technical product questions
- Help with existing features
- Recommend supported usage patterns
Premier Customer Success
- Plan adoption and long-term success
- Review architecture at a high level
- Recommend usage and performance improvements
- Separate from urgent incident support
Professional Services
- Separate paid engagement
- Hands-on implementation and migrations
- Architecture, deep optimization, pipelines, and training
FAQs
How can I get support?
Community Slack is available to everyone. Developer customers can also email support. SaaS and Enterprise customers with Standard or Premier can use priority email, live chat, and a dedicated customer Slack channel. Join Community Slack
What does Premier add to Standard?
Standard includes priority email, live chat, and a dedicated customer Slack channel. Premier includes everything in Standard plus a designated Customer Success engineer, prioritized SLA, on-call requests, monthly partnership meetings, and onboarding support. Premier is available for SaaS S-24+ and Enterprise. Your agreement defines eligibility and terms.
How is support priced?
Standard is included with SaaS and Enterprise. Premier pricing depends on your plan, deployment, and customer agreement. Estimate pricing or contact sales for final pricing and terms.
What can our support team help with?
We investigate production incidents, troubleshoot errors and blocked workflows, triage potential product bugs, resolve operational or authentication issues, and answer questions about existing features. Customer Success provides adoption guidance, success planning, high-level architecture reviews, and usage or performance recommendations. Hands-on implementation, migrations, detailed architecture design, deep optimization, pipeline building, and training require a separate Professional Services engagement.
What should I include in a support request?
To help us investigate quickly, include your Organization or Workspace ID, affected resources, timestamps and timezone, request or query IDs, exact errors, expected and actual behavior, recent changes, and steps to reproduce the issue. Never send API tokens or other secrets. Find your Workspace ID
When is support available, and how are response times handled?
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 the same hours unless your customer agreement says otherwise. Response commitments depend on your plan, incident severity, and agreement. Out-of-hours support is only available when specifically agreed and for Critical or High severity incidents. Read the Terms and Conditions or check service status.
Production support from data experts
- Compare support coverage across SaaS and Enterprise plans.
- Discuss implementation questions in the Tinybird Community Slack.
- Check incidents and maintenance on the service status page.
- Include your Workspace ID when opening a support request.
