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What is supported by the Strapi team

TABLE OF CONTENTS


Summary


Strapi offers multiple support coverage levels, determined by your subscription plan. Below you will find the details of each level. 


Should you have questions regarding this document you may contact us at support@strapi.io or reach out to your Customer Success Manager.



Support Coverage Levels


The Strapi Support Team offers 4 levels of coverage:


  • Community Support
  • Basic Support
  • Standard Support
  • Premium Support


All projects created by default using any of our commands, starters, or templates will be covered by our Community Support.


All projects running on Strapi Cloud will, at minimum, have Basic Support coverage, while certain higher-tier plans may include Standard Support or Premium Support. Please refer to your last billing statement or contact the support team to check which level you currently have and how to upgrade your support tier.



Support Coverage by Level


The purpose of the coverage overview below is not to cover all potential cases but rather to provide a rough guideline. It may happen, in certain rare cases, that you receive support that is above your coverage level. These exceptions are given on a best-effort basis and should not set your expectations of future support. We reserve the right to adhere to your exact coverage level agreements at any time up to and including refusing support in which we deem the modifications you have made to the software have caused the issue.


Our Support coverage levels do not cover community or 3rd party package support. Strapi will only provide assistance with code that is part of a release and is actively maintained. For issues related to community packages, you will be advised to contact the author or maintainer of the package.


Support Coverage Overview


The below visual references the most common types of tickets we receive. It is provided only as an example of our support coverage reach and does not cover all cases.




Basic Support


Our Support team for Strapi self-hosted customers may be reached by email only at support@strapi.io. For Strapi Cloud customers, you may contact our Support team via the help widget in the lower right corner of the Strapi Cloud dashboard.

All bug reports for Basic Support customers must be made through our GitHub issue tracker.


Coverage includes and is limited to the following issues:


  • License-related issues, such as installing and activating your EE License.
  • Billing-related issues, such as refunds, usage, or invoices.
  • Cloud Only: Issues pertaining to the cloud platform, such as security issues or outages.


For all other support inquiries, you may use our community resources


Basic support is only provided to "feature only" type licenses and does not include any standard or premium technical support.


Standard Support


Our Support team may be reached by email at support@strapi.io or via the Support Portal.


Coverage includes but is not limited to (with exception) the following areas:


All issues covered under Basic Support.

  • All issues covered under Basic Support.
  • Limited modification guidance to both the Admin Panel and Strapi Backend [1]
    • We are not responsible for application bugs or failures resulting from this guidance as it is provided on a best-effort basis. This guidance does not include "copy and paste" example code or configuration
  • Limited Guidance around implementation and configuration [1] 
  • Limited Assistance with issues during Strapi version upgrades [1]
  • Assistance with identifying, troubleshooting, and validation of problems or bugs within the Strapi maintained code base
  • Creating GitHub bug reports on your behalf and communicating the reports to our  internal teams. At this time, we are unable to provide timing estimates for the resolution and release of bug fixes
  • Limited best practice advice for deployment in various environments (through tickets only) [1]

[1] - “Limited” means that we will initially direct you towards resources in our documentation or other various resources and provide a best-effort help beyond resource reference.


Premium Support


During the your Subscription Period, Strapi will use commercially reasonable efforts to correct or provide a workaround for any reproducible programming error in the Software with a level of effort commensurate with the severity of the error, as reasonably determined by Strapi, so as to ensure that the Software operates in substantial conformity with the Documentation. Upon identification of any programming error, you will promptly notify Strapi of such error and will provide Strapi with enough information to reproduce the error, including a listing of output and any other data that Strapi may reasonably request in order to reproduce the error and operating conditions under which the error occurred or was discovered.


Our Support team may be reached by email at support@strapi.io, via the Support Portal, or, in certain circumstances, through video calls subject to the best-effort availability of the Solutions Engineer assigned to your ticket.


Coverage includes the following areas:


  • Everything covered under Standard and Basic Support
  • Modification Guidance to both the Admin Panel and Strapi Backend
    • We are not responsible for application bugs or failures resulting from this guidance as it is provided on a best-effort basis. This guidance does not include "copy and paste" example code or configuration.
  • Guidance around implementation and configuration
    • We do not provide support with database migrations from one database type to another nor  for data migrations between environments
  • Assistance with issues arising from Strapi version upgrades
  • Assistance with identifying, troubleshooting, and validation of problems or bugs within the Strapi maintained code base
  • Creating GitHub bug reports on your behalf and communicating the reports to our internal teams
    • At this time, we are unable to provide timing estimates for the resolution and release of bug fixes
  • Best practice advice  for deployment in various environments
  • Best practice advice for content modeling structures
  • At our full and complete discretion, we may choose to provide support in an area not mentioned in the above list


All of the areas cited here are covered under the SLAs, detailed below, for response time only.


Not Supported - Self-hosted & Cloud


The list below includes, but is not limited to, topics we do not support in any capacity:


  • Support in languages other than English. All textual, audio, and video support must be in English
  • Support for organizations without a valid Support Coverage Subscription
    • This includes trials and expired licenses and customers with overdue invoices.Certain exceptions may be provided to customers with a trial license on a case by case basis and at our full and complete discretion
  • Troubleshooting non-Strapi maintained code and components
  • Alpha and/or Beta features
  • Experimental features
  • Feature requests (and ETAs)
  • Local modifications (or Company Modifications as referenced in the Enterprise Terms & Conditions)
    • While we can provide guidance on where and how to modify something; you do so at your own risk
  • Strapi forks
  • Third-party integrations, plugins, or modifications
  • Custom development
  • Data migration between environments or between different types of databases



Not Supported - Cloud Only


The list below includes, but is not limited to, topics we do not support in any capacity:


  • Issues with your project’s front-end or front-end hosting
  • Self-hosted or local projects
  • Data Recovery
  • Data Migration (cloud ingress, cloud egress, and between cloud projects AKA environments)
  • Analyzing Logs



Premium Support SLA Levels


Premium Support subscribers have included Service Level Agreements(“SLA”) targets based on the priority of a ticket. Priority of tickets is set by the Strapi Support and Customer Success teams. Customers cannot set their own priority of a ticket; however you may provide us with information on your own internal priority.


We advise all customers to provide enough information and context during a ticket creation so that we may properly assign priority to your request. Including the information listed in our dedicated support article "What debugging information do we need to assist you?", may assist us in resolving your ticket faster.


SLA levels only reflect initial and subsequent responses, they do not cover resolution times. At this time we are not offering resolution SLAs to any customer.


Strapi Cloud does not currently offer any up-time SLAs, while we strive to maintain a “four nines” up-time (99.99%) this is not a guarantee and we will make reasonable efforts to ensure our services are available.


Please note that the below reference to "Business Day" reflects common work days for our Support Team. Special exclusions may apply in rare circumstances.


  • Our Support Team is available to assist you Monday through Friday.
  • The below times are dependent on the location of the customer.
    • AMER
      • 9:00 am to 6:00 pm EST/EDT
      • 6:00 am to 3:00 pm PST/PDT
      • Subject to United States and Canada Holidays
    • EMEA
      • 9:00 am to 6:00 pm CEST/CET
      • 8:00 am to 5:00 pm BST/GMT
      • Subject to France and Zambia Holidays
    • APAC 
      • At this time we do not have dedicated support hours for APAC customers. If you are located in the APAC region, please refer to our available hours in EMEA. 


SLA Priority Levels


Level 1 (Critical)

The error has high visibility (i.e downtime), there is no workaround, and it affects the company’s ability to perform its business.


The response time must occur within 1 Business Day.


Level 2 (High)

The error has high visibility (i.e data loss) and a workaround is available; however, performance may be degraded or functions limited.


The response time must occur within 2 Business Days.


Level 3 (Medium)

The error is affecting a small number of Customers, a workaround is available; however, performance may be degraded or functions limited.


The response time must occur within 3 Business Days.


Level 4 (Low)

The error is affecting a small number of Customers and has a limited business impact. Or the error is affecting a small number of Customers, no workaround is available; however, performance may be degraded or functions limited.


The response time must occur within 5 Business Days.


Legacy Support Levels


If you are under Strapi's legacy license-based support levels you are grandfathered into the following new support coverage levels:


  • Bronze Plan -> Basic Support
  • Silver Plan -> Standard Support
  • Gold Plan -> Premium Support*


*Please refer to your Enterprise Agreement and Order to determine if Premium Support is included as part of your Gold Subscription.



Community Support Resources


Our community has a wide range of various platforms, many of these platforms are ran and managed by members of the Strapi team. All Strapi managed platforms are dictated by our Community Code of Conduct.


Community Platforms


Community Resources



D
Derrick is the author of this solution article.

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