# Support

Need help? Here's how to reach us.

---

## Contact

| Channel             | Details                                                             |
|---------------------|---------------------------------------------------------------------|
| Email               | [support@lathe.studio](mailto:support@lathe.studio)               |
| Bug Reports         | [GitHub Issues](https://github.com/lathestudio/lathe-studio/issues) |
| Feature Requests     | [GitHub Discussions](https://github.com/lathestudio/lathe-studio/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](/content/docs/QUICK_START/index.html) — Getting up and running
- [User Guide](/content/docs/USER_GUIDE/index.html) — Complete feature documentation
- [Jira Setup Guide](/content/docs/JIRA_SETUP/index.html) — Jira Cloud integration
- [API Getting Started](/content/docs/api/getting-started/index.html) — API integration
- [Error Reference](/content/docs/api/errors/index.html) — API error codes and troubleshooting
- [Changelog](/content/docs/resources/changelog/index.html) — Recent API changes

---

## Reporting an API Issue

When contacting support about an API issue, include:

1. The endpoint and HTTP method (e.g. `POST /api/v1/builds`)
2. The request body (redact your API key)
3. The response status code and body
4. The approximate timestamp (UTC)
5. 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](mailto:sales@lathe.studio) to learn more about Enterprise.