# Support
How to get support for Materialize
Whether you're building, scaling, or debugging, we're here to help.

> **Note:** We're retiring access to Slack and Microsoft Teams workspaces. We've introduced the messenger app to streamline and scale how users engage with support — starting with AI-first assistance and seamless escalation paths when needed.


## Materialize Support

We offer multiple support pathways depending on your platform and plan:

### Messenger App

You can reach us directly from:
- **materialize.com**
- **Materialize Console** (for Cloud customers)

Our messenger now features Matty, our AI-powered support agent. Matty can help
answer questions, suggest documentation, and assist with troubleshooting. You
can also submit a request to **Talk to a human**. Just look for the messenger
widget on the bottom right.

> **Tip:** If you are an SLA Supported Customer who is experiencing an [**urgent** issue](#urgent-issues-for-sla-supported-customers-only),
> you can use the **Report Production Outage** option for fastest response.


### Email

You can also email us your questions at `support@materialize.com`. For
Materialize Cloud SLA Supported Customer, email from your Materialize login
email address.

### Join the Materialize Slack community

Connect with other users, share ideas, and get informal help from the [Materialize user community](https://materialize.com/s/chat) on Slack.

## Urgent Issues (For SLA Supported Customers Only)

If you are an SLA Supported Customer who is experiencing an **urgent** issue,

- Use the [messenger's](#messenger-app) **Report Production Outage** option for
  fastest response.

- Alternatively, you can email `support@materialize.com`. To ensure priority
  handling, include **urgent** in the subject line.

  - For Materialize Cloud SLA Supported Customer, email from your Materialize
  login email address.

Use the following definitions to determine what priority to assign to
your support ticket:

<table style="margin-top: 1em; margin-bottom: 1em;">
<thead>
    <tr>
        <th>Priority</th>
        <th style="min-width: 150px">Response time</th>
        <th>Definition</th>
    </tr>
</thead>
<tbody>
    <tr>
        <td>Urgent</td>
        <td>Refer to your support contract</td>
        <td>
            <strong>Critical severity error:</strong> an Error in the Platform that: (a) renders the Platform completely inoperative, or (b) makes Customer's use of material features of the Platform impossible, with no alternative available.
        </td>
    </tr>
    <tr>
        <td>High</td>
        <td>Refer to your support contract</td>
        <td>
            <strong>High severity error:</strong> an Error in the Platform that (a) has a high impact to key portions of the Platform, or (b) seriously impairs Customer's use of material features of the Platform and Customer cannot reasonably circumvent or avoid the Error on a temporary basis without the expenditure of significant time or effort.
        </td>
    </tr>
    <tr>
        <td>Normal</td>
        <td>Refer to your support contract</td>
        <td>
            <strong>Medium severity error:</strong> an Error that has a medium-to-low impact on the Platform, but Customer can still access and use some functionality of the Platform.
        </td>
    </tr>
    <tr>
        <td>Low</td>
        <td>Refer to your support contract</td>
        <td>
            <strong>Low severity error:</strong> an Error that has low-to-no impact on Customer's access to and use of the Platform.
        </td>
    </tr>
</tbody>
</table>

## Share your feedback

Have ideas to improve Materialize? Use the messenger to start a conversation — you'll be guided to submit feature requests or report bugs. Your input goes straight to our Product and Engineering teams.

## Questions about your support plan?

We tailor support experiences based on your workspace and plan. To learn more about what's available to your team, reach out via the messenger or email us.

## Checking Materialize Cloud service status

Check the current status of Materialize Cloud on the [status
page](https://status.materialize.com).