Harness has three easy-to-understand support tiers:
Harness Support standard coverage hours are 9 am to 5 pm Pacific standard time, during Harness business days.
For any support ticket escalation make a request in the ticket itself.
If it still remains outstanding even after 2 business days please reach out to Customer Expereince Engineering management by emailing us at cx-escalation@harness.io.
Support issues response SLA is based on the issue priority. Harness uses these definitions for its priorities (Unless agreed upon differently in the Master Service agreement)
These features might include bugs or performance issues. There is a probability that these functionalities will not be included in the GA release and hence will not be covered under our Support SLA or Escalation entitlement.
Harness has limited support for Public Preview features and these are released behind a feature flag. We don’t recommend using these features in Production environments and support for these is mostly delivered directly by the Harness Engineering team.
Security issues may include reports of CVEs (Common Vulnerabilities and Exposures), data leaks, privacy concerns, and regulatory compliance. Before reporting these to Harness Support, you should review our security FAQs portal at: https://trust.harness.io/