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

## Materialize Support

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

### Support chat

Our support chat is available directly on:

- **materialize.com**
- **Materialize Console** (for Cloud customers)

The support chat 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 support chat
icon <img src="/materialize/38794/images/messenger-widget.png" alt="Materialize support chat icon" style="height: 1.4em; vertical-align: text-bottom;">
 in the bottom-right corner.

**Don’t see the chat icon?** Make sure cookies are enabled for
**materialize.com**, then refresh the page.

> **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`. If you are a
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 **Report Production Outage** option in the [support
  chat](#support-chat) for the fastest response.

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

  - If you are a 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:

| Priority | Response time | Definition |
|----------|---------------|------------|
| Urgent | Refer to your support contract | **Critical severity error:** 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. |
| High | Refer to your support contract | **High severity error:** 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. |
| Normal | Refer to your support contract | **Medium severity error:** an Error that has a medium-to-low impact on the Platform, but Customer can still access and use some functionality of the Platform. |
| Low | Refer to your support contract | **Low severity error:** an Error that has low-to-no impact on Customer's access to and use of the Platform. |

## Share your feedback

Have ideas to improve Materialize? Use the [support chat](#support-chat) to open
a ticket with support. 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 [support
chat](#support-chat) or email us.

## Checking Materialize Cloud service status

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