Harness Support tiers
Harness has three easy-to-understand support tiers:
- Community - Any Harness user is a member of the Harness community, and as such is entitled to community support.
- Standard - All paying customers are entitled to standard support.
- Premier - Customers may, at their discretion, purchase a premier support package for a 20% premium of their subscription cost.
What is included in each support tier?
Harness Support standard coverage hours are 9 am to 5 pm Pacific standard time, during Harness business days.
For any support ticket escalation, if it remains outstanding even after escalating via ticket itself, please reach out to CX Leadership by mailing us at firstname.lastname@example.org.
Support issues priorities
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)
Support for Early Access(Beta) and Public Preview features
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.
Public Preview features:
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/