Support options

Immediate Assistance

Hitting an issue with Hook0? We’re here and ready to help! Day or night, browse or search our Knowledge Base to find the fastest answers. Enter a term or browse by topic—we most likely have an article for you.

Email Support

We offer email support in English for all customers between 9am-6pm Central European Time (CET). Submit requests using your account’s email address. If you contact us from an email address that is not associated with your account, we may not be able to verify and identify your associated account and will only be able to share generalized information.

If you don’t see any response from us, be sure to check your spam and junk folders.

Priority Support

Priority support is included in all Pro and Enterprise plans.

We offer reduced time to first response based on issue severity. If you’re eligible for Priority Support, your support request needs to come from your account’s email address to route correctly. We using your account's email address and send us an email.

	Pro	Enterprise
Available hours	9am-6pm Monday to Friday Central European Time (CET)	Contact sales for details

Initial response time

The following table shows our initial response time.

Severity	Pro	Enterprise
Sev 1 Critical	4 business hours	Contact sales for details
Sev 2 High	1 business day	Contact sales for details
Sev 3 Normal	2 business days	Contact sales for details
Sev 4 Low	2 business days	Contact sales for details

Severity Definitions

We know how important it is to resolve issues quickly, and that’s why we make all reasonable efforts to meet or exceed the stated response and resolution times for issues within our scope of support.

We use the following definitions of severity.

Severity	Definition	Example
Sev 1 Critical	Critical impact/complete outage Majority of users are impacted There is no workaround Customer’s business is dramatically impacted	Hook0 is inaccessible for the entire company applications.
Sev 2 High	Severe impact or downgrade of services Majority of users are impacted A workaround may be available, but performance is degraded	Large number of users can’t access Hook0 services.
Sev 3 Normal	Restricted impact, most of the system is functioning properly Something is not functioning as expected	An application, a subscription or subset of users are experiencing poor latency when using Hook0 API.
Sev 4 Low	Low impact or informational request Feature requests	Product usability issues or use case inquiries.