Services, support, and training - Temporal Cloud (Jan 2025)

Support, stability, and dependency info

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 Temporal, 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

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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 Temporal Support Portal	Community Temporal Support Portal	Community Temporal Support Portal Private Slack	Community Temporal Support Portal Private Slack

BUSINESS HOURS AND TIMEZONES

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.

ON PAGE SERVICE

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 an account for Temporal Support

The Temporal Support Portal 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 an account, as this included in the onboarding process.

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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

1. Go to support.temporal.io.
2. Log in using the company email address provided during your Temporal Cloud onboarding. You can log in using one of the following methods:
   1. Google Single Sign-On (SSO).
      1. Select Sign in with Google.
      2. Select the email address associated with your company.
   2. Email and Password.
      1. Enter your Email and Password.
      2. Select Sign in.
3. 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 an account with the same domain name as your Temporal Cloud account to create a ticket in the Temporal Support Portal.

info

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 the Temporal Support Portal:

1. Go to support.temporal.io.
2. Use your Temporal Support credentials to sign in.
3. Choose Create a ticket.
4. On the Submit a request page, choose your issue. Unless your request involves one of the specific areas listed, choose Submit a Ticket.
5. In the form, enter the details of your request. Subject and Description are required.
6. 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.
7. 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.