Strapi Support Policy

Last updated: February 25, 2026

Strapi offers multiple support levels based on your subscription plan. This guide explains what's included with each level of support.

Important: Strapi Cloud subscriptions cover hosting services only. CMS features (like Content History, Audit Logs, etc.) require separate CMS Growth or Enterprise licenses. Your support coverage level depends on both your Cloud plan and any additional CMS licenses you have purchased.

Support coverage levels

Strapi provides four levels of support:

  • Community Support

  • Basic Support

  • Standard Support

  • Premium Support

All projects created using Strapi commands, starters, or templates are covered by Community Support by default.

Here is a breakdown of possible coverage levels, these are defaults and depending on your plan or contract this may be subject to differences, if you would like confirmation please open a ticket via the Customer Portal.

Plan Type

Plan Name/Tier

Default Coverage Level

Self-Hosted

Community

Community (No Official Support)

Self-Hosted /
Cloud Addon

Growth

Basic Support

Self-Hosted /
Cloud Addon

Enterprise

Standard Support
(Optional Premium Support Addon)

Cloud

Trial

Community (No Official Support)

Cloud

Free

Community (No Official Support)

Cloud

Essential / Dev

Basic Support

Cloud

Pro

Standard Support

Cloud

Scale / Team

Standard Support

Cloud

Enterprise / Custom

Standard Support

(Optional Premium Support Addon)

Cloud + CMS License

Any Cloud Plan + Growth License

Basic Support

Cloud + CMS License

Any Cloud Plan + Enterprise License

Standard Support
(Optional Premium Support Addon)

Note: If you have both a Strapi Cloud subscription and a separate CMS license, your support level is determined by the higher of the two. For example, a Cloud Essential plan with an Enterprise CMS license would receive Standard Support coverage.

Community Support

Available through:

Coverage includes:

  • No coverage provided, community volunteers may be able to assist you

Note
You are not entitled to support while in Discord, it is purely a community platform with other users where you can ask questions. Abuse of this platform or not following the platform rules will result in a ban.

Basic Support

Available through:

Coverage includes:

  • License-related issues (installation and activation)

  • Billing-related issues (refunds, usage, invoices)

  • Cloud platform issues (security, outages) for Cloud customers only

Note

Bug reports for Basic Support customers must be submitted through the GitHub issue tracker.

Standard Support

Available through:

Coverage includes:

  • All Basic Support coverage

  • Limited modification guidance

  • Limited implementation and configuration guidance

  • Limited assistance with Strapi version upgrades

  • Help identifying and troubleshooting bugs in Strapi's codebase

  • GitHub bug reports created on your behalf

  • Limited best practice advice for deployments

Premium Support

Available through:

Coverage includes:

  • All Standard and Basic Support coverage

  • Comprehensive modification guidance

  • Implementation and configuration guidance

  • Assistance with version upgrade issues

  • Thorough troubleshooting of Strapi codebase problems

  • Best practice advice for deployments and content modeling

Premium Support includes Service Level Agreements (SLAs) with response time guarantees based on ticket priority:

Note: Ticket priorities are determined internally by Strapi's support team, not by customers. Priority levels are only raised in exceptional circumstances. These SLA response times apply exclusively to Premium Support customers.

  • Level 0 (P0 Critical): Response within 1 business day

  • Level 1 (P1 High): Response within 2 business days

  • Level 2 (P2 Medium): Response within 3 business days

  • Level 3 (P3 Low): Response within 5 business days

Support availability

The Strapi Support team does not and has no plans to provide support via Phone Calls, the best method to contact the Support Team is via email at: support@strapi.io

Our support team is available Monday through Friday during these hours:

Americas (AMER)

  • 9:00 am to 6:00 pm EST/EDT

  • 6:00 am to 3:00 pm PST/PDT

  • Subject to United States, Canada, and Brazil holidays

Europe, Middle East, Africa (EMEA)

  • 9:00 am to 6:00 pm CEST/CET

  • 8:00 am to 5:00 pm BST/GMT

  • Subject to France, Zambia, Poland, Lithuania, and Romania holidays

Asia-Pacific (APAC)

  • Currently covered by EMEA hours

  • No dedicated APAC support hours at this time

What's not supported

Strapi does not provide support for the following on all coverage plans:

  • Non-English language support

  • Organizations without valid support coverage

  • Non-Strapi maintained code

  • Alpha, beta, or experimental features/versions

  • Implementation of feature requests

  • Local modifications

  • Strapi forks

  • Third-party integrations, plugins or modifications

  • Custom development

  • Data migration between environments/databases

  • Front-end issues

  • Infrastructure troubleshooting

Cloud-specific exclusions:

  • Local Development Environments

  • Self-hosted projects

  • Data recovery

  • Log analysis

  • Data ingress and egress into or out of Cloud

  • Custom environment variables during build step (use environment-specific config files instead)

Community resources

If your issue isn't covered by your support plan, you can use these community resources:

For questions about your support coverage, contact support@strapi.io or your Customer Success Manager.