Services, support, and training - Temporal Cloud (Jan 2025)
The Support structure on this page goes into effect in January 2025 for new customers and February 2025 for existing customers. Please refer to the current Support page until that time.
Temporal Cloud includes the right level of technical support and guidance, services and training needed to onboard you successfully, assist with design and deployment of your application efficiently and at scale. Our team has extensive knowledge of the Temporal project, and a broad set of skills to help you succeed with any project.
Temporal Cloud provides several levels of support, from assisting with for break/fix scenarios to issues and services to helping with onboarding, design/code reviews for your application, and pre-production optimizations and operational readiness. note
The content of this page applies to Temporal Cloud customers only.
Services offered by Temporal Cloud
| Essentials | Business | Enterprise | Mission Critical |
|---|---|---|---|
| Support Staff | Trained staff providing break-fix support and general guidance. | Trained staff providing break-fix support and general guidance. | Developer experts who provide advanced support |
| Technical Guidance | Core platform config, auth-n methods, documented features, and basic inquiries | Advanced technical support, Workflow troubleshooting, SDK implementations, and Worker configuration, Quarterly code review or design implementation best practices. | Business+ expert-led code reviews and design implementation best practices, available as needed |
| Billing & Cost Optimization | Generic Billing Questions | Generic Billing Questions | Quarterly review of spend |
Temporal Cloud support guarantees
Temporal endeavors to ensure you are successful with Temporal Cloud. We offer explicit guarantees for support. Temporal Cloud customers get break/fix support with an agreed-upon set of SLAs for prioritized issues. We use a ticketing system for entering, tracking, and closing these issues.
If an issue occurs, the team also provides support through a dedicated Slack channel, forums, and a knowledge base. We offer two levels of support defined by their availability and SLAs in the following table:
| Essentials | Business | Enterprise | Mission Critical | |
|---|---|---|---|---|
| Availability (Based on Time-zones) | P0–3: 9–5 Mon–Fri | P0–3: 9–5 Mon–Fri | P0: 24×7, (On Page Service) P1–3: 9–5 Mon–Fri | P0: 24×7 (On Page Service) P1: 9-5, 7 days/week P2–3: Mon–Fri |
| Response Time | P0: 1 business day P1: 1 business day P2: 1 business day P3: 2 business days | P0: 2 business hours P1: 2 business hours P2: 1 business day P3: 2 business days | P0: 30 minutes P1: 1 business hour P2: 4 business hours P3: 1 business day | P0: 15 minutes P1: 1 business hour P2: 4 business hours P3: 1 business day |
| DSE | - | - | Add-on | DSE Included (1 Unit) |
| Channels | Community Zendesk | Community Zendesk | Community Zendesk Private Slack | Community Zendesk Private Slack |
Business Hours will be specified in your contract, including one of three locations: US local time, European Central time, Australia Eastern time
Priority definitions
- P0 - Critical (Production impacted)
- The Temporal Cloud service is unavailable or degraded with a significant impact.
- P1 - High (Production issue)
- An issue related to production workloads running on the Temporal Cloud service, or a significant project is blocked.
- P2 - Normal (General issues)
- General Temporal Cloud service or other issues where there is no production impact, or a workaround exists to mitigate the impact.
- P3 - Low (General guidance)
- Questions or an issue with the Temporal Cloud service that is not impacting system availability or functionality.
P0: 24×7 (On Page Service) is offered for Enterprise accounts.
For pricing details of these support levels, please visit our pricing page.
Temporal Dedicated Support Engineer
Customers on the Mission Critical Plan and (by opting in) Enterprise customers receive access to a Dedicated Support Engineer. We offer:
- Direct access to a senior developer expert, who becomes part of your Temporal account team, adding deep technical expertise.
- Our high-touch engagement model goes beyond traditional support to deliver transformative value through hands-on collaboration, proactive optimization, implementation design and operations.
- Faster issue resolution with direct assistance from someone who already knows your implementation.
- Focused advisory on best practices and development pairing to ensure high-quality code and scalability.
- Optimizations through regular checks and recommendations to improve performance and efficiency.
- Priority access to a senior engineer for up to 20 hours per month, providing expert guidance and proactive support for one business unit or major group, specifically within a single region.
Our Services focus on local time zone alignment to ensure optimal responsiveness and efficiency. Additional service units for this service can be purchased to cover additional groups or regions at $6,000/Mo/Unit. One unit of Mission Critical Support includes:
- Up to 20 hours per month
- One major group or business unit
- Limited to one region
- Quarterly onsite visits
Ticketing
Temporal offers a ticketing system for Temporal Cloud customers. We have an active community Slack and an active community Discourse forum where you can post questions and ask for help.
Create a Zendesk account for Temporal Support
Zendesk has a per organization setting to associate user emails based on the domain name. For Temporal Cloud users, there is no need to manually create a Zendesk account, as this included in the onboarding process.
This procedure applies only to Temporal Cloud customers whose contracts include paid support.
If you need assistance and don't have paid support, post your request in the Temporal Community Forum or the #support-cloud channel of the Temporal workspace in Slack.
Access Temporal Support on Zendesk:
- Go to support.temporal.io.
- Log in using the company email address provided during your Temporal Cloud onboarding.
You can log in using one of the following methods:
- Google Single Sign-On (SSO).
- Select Sign in with Google.
- Select the email address associated with your company.
- Email and Password.
- Enter your Email and Password.
- Select Sign in.
- Google Single Sign-On (SSO).
- You will be presented with a screen where you can submit ticket.
To request assistance from Temporal Support, see Create a ticket.
Create a Ticket
To create a ticket for Temporal Support, you must have a Zendesk account with the same domain name as your Temporal Cloud account to create a ticket in Zendesk.
This procedure applies only to Temporal Cloud customers whose contracts include paid support.
If you need assistance and don't have paid support, post your request in the Temporal Community Forum or the #support-cloud channel of the Temporal workspace in Slack.
Request Temporal Support assistance
To request assistance from Temporal Support, create a ticket in Zendesk:
- Go to support.temporal.io.
- Use your Temporal Support credentials to sign in.
- Choose Create a ticket.
- On the Submit a request page, choose your issue. Unless your request involves one of the specific areas listed, choose Submit a Ticket.
- In the form, enter the details of your request. Subject and Description are required.
- If you specify Priority (available only on the default form), follow these guidelines:
- Select Normal for most issues.
- Select High only for issues to which your service-level agreement (SLA) applies. If you're not sure, select Normal.
- Select Page only if you are experiencing a complete service outage and urgently need contact with an on-call support person.
- At the bottom of the form, choose Submit.
Developer resources
Temporal offers developer resources and a variety of hands-on tutorials to get you started and learn more advanced Temporal concepts.
- Get started with Temporal: Start your journey with Temporal with this guide that helps you set up your development environment, run an existing Temporal app, and then build your first app from scratch using our SDKs.
- Courses: Learn and apply Temporal concepts in our free, self-paced, hands-on courses.
- Tutorials: Apply Temporal concepts to build real-world applications with these hands-on tutorials.
- Example applications: Explore example applications that use Temporal and gain a clearer understanding of how Temporal concepts work in a complex application.