Support
How to reach a person at coss.com, what each plan gets, and how tickets work.
Every ticket is read and answered by a person. You can reach us two ways, and they're the same conversation: a reply in one shows up in the other.
- From the dashboard: open Support in your organization's sidebar, or press ⌘K and search for it.
- By email: write to support@coss.com.
What each plan gets
| Free | Pro | Scale | Enterprise | |
|---|---|---|---|---|
| Support response target | 3 business days | 1 business day | 4 business hours | 2 business hours |
| Urgent issues | Not included | 4 business hours | 1 business hour | 1 business hour |
| Front of the queue | No | No | Yes | Yes |
| Channels | Email, Dashboard | Email, Dashboard | Email, Dashboard | Email, Dashboard, Shared Slack channel, Named contact |
| Contractual SLA with credits | No | No | No | By contract |
| Hours | Monday to Friday, 9am to 6pm Central Time | Monday to Friday, 9am to 6pm Central Time | Monday to Friday, 9am to 6pm Central Time | Monday to Friday, 9am to 6pm Central Time; 24x7 by contract |
These are the times we aim to send a first response, counted only during support hours: they are targets, not guarantees. Enterprise contracts can make them commitments, with service credits and support outside these hours.
Urgent means production is down. We may reclassify a ticket when we read it, and a ticket from a plan without urgent support follows that plan's normal target.
Raising a ticket
Say what happened, what you expected, and any ids or error messages you saw (an email id or a
request's X-Request-Id is the fastest way for us to find it). Please leave out passwords and API
keys. The form tells you when to expect a reply before you send it.
A ticket raised from the dashboard belongs to that organization. Owners and admins see all of an organization's tickets; other members see their own.
Emailing us
Email us from the address on your coss.com account. If we can prove the message really came from that address and you belong to one organization, the ticket appears in that organization's dashboard and follows its plan. Your domain needs to publish a DMARC policy for us to prove that.
Otherwise we can't tell who sent it, since anyone can put any address in the From line. We still read and answer it, but a person checks who you are before it joins your organization, and we won't share account details until then. A ticket raised from the dashboard never has this problem.
What happens next
You get a confirmation with your ticket number and when to expect a reply. Replies arrive by email and in the dashboard, and you can answer in either. Replying to a resolved ticket opens it again.
If we ask you something and don't hear back for a week, we close the ticket with a note; replying opens it again. You can also mark a ticket as resolved yourself.
A support conversation is kept for 2 years after it's resolved; see data retention.