Support
Need help? Here's how to reach us.
Contact
| Channel | Details |
|---|---|
| support@lathe.studio | |
| Bug Reports | GitHub Issues |
| Feature Requests | GitHub Discussions |
Service Level Agreements
| Tier | Response Time | Uptime SLA |
|---|---|---|
| Basic | Best effort (48h) | No SLA |
| Pro | 1 business day | 99.5% monthly uptime |
| Enterprise | 4 business hours | 99.9% monthly uptime, dedicated Slack channel |
Response times apply to email support during business hours (9am–6pm ET, Monday–Friday). Enterprise customers receive priority routing and 24/7 incident escalation for P0/P1 issues.
Before Contacting Support
Check these resources first — most questions are answered here:
- Quick Start Guide — Getting up and running
- User Guide — Complete feature documentation
- Jira Setup Guide — Jira Cloud integration
- API Getting Started — API integration
- Error Reference — API error codes and troubleshooting
- Changelog — Recent API changes
Reporting an API Issue
When contacting support about an API issue, include:
- The endpoint and HTTP method (e.g.
POST /api/v1/builds) - The request body (redact your API key)
- The response status code and body
- The approximate timestamp (UTC)
- Your organization ID (found in Org Settings → Details)
This information helps us diagnose issues faster.
Status Page
For real-time uptime and incident information, visit the Lathe Studio status page at status.lathe.studio.
Subscribe to status updates via email or RSS to be notified of incidents and planned maintenance.
Enterprise Support
Enterprise customers receive:
- Dedicated Slack channel — Direct access to the engineering team
- Named account manager — Onboarding, quarterly reviews, roadmap previews
- SLA credits — Automatic billing credits if uptime falls below 99.9%
- Custom integrations — Priority assistance with Jira, Bitbucket, and automation framework setup
Contact sales@lathe.studio to learn more about Enterprise.