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env zero is committed to enabling our customer’s use of the platform. We offer structured support depending on your subscriptions and unique needs. Please refer to your contract to understand which level applies.

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Public Documentation

Our documentation contains the solution to many problems that may arise while using env zero. Before opening a support request, please consult our public documentation as this will be the fastest resolution.

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How to Contact Support

Depending on your plan and support package, you can reach out via:
  • Our shared Slack or MS Teams channel (for Cloud Pilot customers)
  • Email at support@env0.com (the preferred channel for Basic customers).
  • For billing, purchase, or subscription questions - contact ar@env0.com (or your Customer Success Manager).

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Service Level Agreement (SLA)

The SLA times listed below are the timeframes in which you can expect the first response. env zero will make a reasonable effort to adhere to the response times provided below and resolve any issues to your satisfaction as quickly as possible. However, the SLA times are not to be considered an expected time to resolution. All first response timelines can be expected from 4 am - 8 pm ET Monday-Friday, with the exception of federal U.S. Holidays.

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Severity Definitions

Severity Level 1 (“Critical”). A Severity Level 1 problem means any of the following:
  • A complete outage.
  • Loss of data with no ability to retrieve it back
Severity Level 2 (“Serious”). A Severity Level 2 problem means any of the following:
  • A significant degradation of the service occurs
  • Results are materially different from those described in the product definition.
Severity Level 3 (“Minor”). A Severity Level 3 problem means any of the following:
  • A minor degradation of the service delivery occurs.
  • Recent modifications to the system cause services to operate in a way that is materially different from those described in the product definition for non essential features.
Severity Level 4 (“General Guidance”). A Severity Level 4 problem means any of the following:
  • Implementation or production use continues and work is not impeded.
  • E.g. information, an enhancement, or documentation clarification is requested.

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What’s In-Scope & What’s Not

We support env zero features and common integrations - including assisting with deployments, diagnosing failed runs, and helping with supported integrations (e.g., cloud accounts, VCS providers, IaC tooling). In contrast, we don’t provide full hands-on support for third-party technologies, custom infrastructure design, or deep architecture consulting. Support beyond these boundaries may, in rare cases, be offered at the discretion of the support engineer - but should be considered a courtesy, not a guarantee.

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Uptime and Availability

We will use commercially reasonable efforts to:
  • Maintain uptime of the SaaS services provided by env zero 99.9% of the time measured in a given calendar month.
  • Give 24 hour prior notice for all scheduled maintenance of the SaaS services provided by env zero.
You can check the current SaaS services’ availability status at our status page. Please be aware that the availability of the services provided by env zero might be affected by factors beyond our control, such as third party failures, interruptions or outages (which are not taken into account to calculate the uptime).

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