Support
Contact our support team
Experiencing an issue with Hook0? Let us help you.
- Common Issues - See the error codes reference and how-to guides for help with common issues.
- Existing bugs - See existing public bug reports or create your own on GitHub.
- Feature requests - File your feature request on GitHub.
- Hook0 status - Check status of Hook0 services at status.hook0.com.
Community Channels
- Twitter: @Hook0_
- Stack Overflow: tag hook0
- Discord: #help channel
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.
Contact us at support@hook0.com.
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.
Priority Support Availability:
| Plan | Available hours |
|---|---|
| Pro | 9am-6pm Monday to Friday CET |
| Enterprise | Contact sales for details |
Initial Response Time
| Severity | Pro | Enterprise |
|---|---|---|
| Sev 1 (Critical) | 4 business hours | Contact sales |
| Sev 2 (High) | 1 business day | Contact sales |
| Sev 3 (Normal) | 2 business days | Contact sales |
| Sev 4 (Low) | 2 business days | Contact sales |
Severity Definitions
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 all 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. |
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.