Escalating an issue and understanding Tideflow SLAs

Some issues require urgent attention—this guide explains how to escalate a support request and what service levels (SLAs) you can expect based on your plan.

When to escalate an issue

You should escalate if:

• Your entire team is blocked from accessing Tideflow
• Critical workflows are broken (e.g. automations not firing)
• Data loss or corruption is suspected

How to escalate a support request

1. Submit a ticket via the Contact Support form.
2. Choose "Urgent" as the priority level.
3. In the description, clearly state that escalation is required and why.
4. Include your workspace URL, error screenshots, and steps to reproduce the issue.

What happens after escalation

• Your request is flagged for immediate review by our support leads.
• You’ll receive a response within the SLA window for your plan (see below).
• Critical bugs are triaged with engineering and updates are shared via email.

Tideflow support SLAs

Plan	First Response	Updates	Resolution Target
Starter	1 business day	As needed	Best effort
Growth	12 business hours	Every 24h	Within 3 days
Enterprise	4 business hours	Every 12h	Within 1 day

Note: SLA times apply during standard support hours.

Related articles

• How to contact Tideflow support
• Fixing login issues and resetting your password