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What is supported by the Strapi team

TABLE OF CONTENTS


Summary


Strapi has a few different support coverage levels and based on this level you have (or not) will determine what is supported. Below you will find a detailed breakdown of each aspect however should you have questions regarding this document please feel free to email us at support@strapi.io or reach out to your Community Success Manager.


Support Coverage Levels


Strapi has 4 different levels that each have different coverage:


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


All new projects created by default using any of our commands, starters, or templates will be on the Community Support. To upgrade a project with a license key please see our dedicated support article on "How to apply your Enterprise License". Likewise there is no code difference between a Community Edition project or an Enterprise Edition project, you can find more information about this in our dedicated support article on "How is the Enterprise version distributed".


Support Coverage by Level


Please note that the below coverage does not cover all cases but is a rough guideline and in certain, very rare, cases you may be provided support that is above your coverage level. These exceptions are given on a best effort and should not set your expectations of support in the future. 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 modifications you have made to the software have caused the issue.


None of our Support coverage levels cover community/3rd party package support, Strapi will only provide assistance with code that has been part of a release and is actively maintained. For issues related to community packages, you will be advised to contact the author or maintainers of the package.


Support Coverage Overview


Please note, the below graphic is only an example of our support coverage and does not cover all cases, it is only a visual reference to the most common types of tickets.




Basic Support


Coverage includes and is limited to the following (by email only: support@strapi.io):

  • License related issues such as install
  • Billing related issues such as refunds or invoices


For all other support inquires, you will be redirect to community resources. Basic support is only provided to "feature only" type licenses and does not include any standard or premium technical support.


All bug reports for Basic support users will need to be made through our GitHub issue tracker.


Standard Support


Coverage includes but is not limited to (with exception) the following either by email or via the support portal:

  • Everything 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 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 passing to internal teams to fix
    • At this time we cannot provide you with an ETA for the resolution and release of bug fixes
  • Various limited best practice advise for deployment in various environments (through tickets only)


[1] - Limited meaning we will initially point you resources in our documentation or other various resources and provide a best-effort help beyond resource reference


Premium Support


Coverage includes but is not limited to (with exception) the following either by email, the support portal, or in certain circumstances through video calls (best effort on scheduling based on the Solutions Engineer assigned to your ticket).

All of these are covered under the above listed SLAs for response time only.


  • Everything covered under Standard and Basic Support with certain additional benefits
  • 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 does not include "copy and paste" example code or configuration.
  • Guidance around implementation and configuration
    • We do not provide support with database migrations either from one database type to another and/or data migrations between environments
  • Assistance with issues during 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 passing to internal teams to fix
    • At this time we cannot provide you with an ETA for the resolution and release of bug fixes
  • Various best practice advisement for deployment in various environments
  • Various best practice advisement for content modeling structures


Not Supported


The following is a list of things we absolutely do not support in any capacity but is not limited to the following:


  • 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, certain exceptions maybe provided to trial users on a case by case basis
  • Troubleshooting non-Strapi maintained code and components
  • Local modifications
    • 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 including between environments or different types of databases

Premium Support SLA Levels


Premium Support subscribers have included SLA (Service Level Agreement) 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 are welcome to provide us information on your own internal priority.


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


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


Please note that the below reference to "Business Day" reflects common work days for our Solution Engineers. Special exclusions may apply in rare circumstances due to our limited team size.

  • Monday through Friday only
  • Times depend on your companies location
    • AMER
      • 9:00am to 6:00pm EST / 6:00am to 3:00pm PST
      • Subject to United States Holidays
    • EMEA
      • 9:00am to 6:00pm CEST / 8:00am to 5:00pm BST
      • Subject to various country Holidays including but not limited to France and Zambia
    • APAC 
      • At this time we do not have dedicated support hours for APAC markets and will use the EMEA times


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 in 1 Business Day.


Level 2 (High)

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


The response time must occur in 2 Business Days.


Level 3 (Medium)

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


The response time must occur in 3 Business Days.


Level 4 (Low)

The error is affecting a small number of users and has a limited business impact.


The response time must occur in 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 License -> Basic Support
  • Silver License -> Standard Support
  • Gold License -> Premium Support


Effective as of August 1st, 2022 some Gold license customers may have negotiated to decrease their Premium support down to Standard support. By doing so you will not be covered by the Premium Support SLAs.  


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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