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Support Tiers and Definitions

Support Tiers and Definitions

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?
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Support Plan
Community
Standard
Premier
Coverage Times
Community
9x5 PST
24/7
Response Time - Urgent
Community
2 hours*
1 hour
Response Time - High
Community
6 hours*
2 hours
Response Time - Med
Community
1 business day*
8 hours
Response Time - Low
Community
2 business day*
24 hours
Community Access
Support via Phone/Zoom
Post-Incident Reports (RCA)
Support Entitlement
2 Named Admins
Everyone
Service Uptime (SaaS only)
99.5%
99.8%
Escalation
* Only during coverage days & hours 

Harness Support standard coverage hours are 9 am to 5 pm Pacific standard time, during Harness business days.

Support escalation

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 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)

Ticket priority
Issue definition
Urgent
Harness is unavailable/down, or significant malfunction resulting in the entire product being inoperative. No user can use Harness.
High
Major loss of functionality results in many users being unable to perform their normal functions. Harness product is usable but severely limited.
Normal
Moderate loss of functionality impacting multiple users' normal functions OR questions.
Low
Minor loss of functionality not disturbing regular operation. Questions about the product.

Support for Early Access(Beta) and Public Preview features

Beta 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

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/