Help & support
Support that scales with your plan
Open a ticket from the console and track the whole conversation in one place. First-response targets are set by your plan, and pilots and enterprise contracts get a faster, prioritized response.
Service levels
First-response SLA by plan.
The target is the time to a first human response. Pilots and enterprise tickets also jump the queue. These mirror the SLA shown on each ticket in the console.
| Tier | For | First response | Priority queue | Notes |
|---|---|---|---|---|
| Community | Free workload scan | Best effort | — | Docs, status page, and community channels. |
| Standard | Pay-as-you-go credits | 1 business day | — | Ticket portal with a tracked thread. |
| Priority | Managed optimization pilot | 4 business hours | Yes | Jumps the queue; named point of contact. |
| Enterprise | Annual enterprise contract | 4 hours, 24/7 for urgent | Yes | Round-the-clock for urgent issues; SLOs in contract. |
Frequently asked
Support, answered.
How do I open a support ticket?
Sign in to the console and open the Support tab. Set a subject, priority, and reply-to address, and you get a tracked thread with the Zumik team. Your first-response SLA is shown on the ticket, set by your plan.
What is my first-response SLA?
It depends on your plan: best effort on the free scan, 1 business day on pay-as-you-go, 4 business hours on a managed pilot, and 4 hours (24/7 for urgent) on an enterprise contract. Pilots and enterprise tickets also jump the queue.
Is there a status page?
Yes. Live status for every Zumik surface is at status.zumik.ai, probed from the edge every ~15 seconds with a 90-day uptime history. Check there first during an incident.
How do I report a security issue?
Security reports go to the disclosure process on our security page, not the general support queue, so they reach the right people quickly.
Need help? Open a ticket.
Sign in to the console, open the Support tab, and get a tracked thread with a first-response SLA set by your plan.