Contacting Support
FireHydrant provides ticketing support for all users. This is the best way to submit bug reports, product questions, feature requests, and feedback.
FireHydrant support hours
| Day of Week | Support Hours |
|---|---|
| Sunday | Emergency only |
| Monday | 9am - 5pm (Eastern Time) |
| Tuesday | 9am - 5pm (Eastern Time) |
| Wednesday | 9am - 5pm (Eastern Time) |
| Thursday | 9am - 5pm (Eastern Time) |
| Friday | 9am - 5pm (Eastern Time) |
| Saturday | Emergency only |
Our team is currently based in the United States and works standard business hours: Monday through Friday, 9am to 5pm Eastern Time.
For this document, Support Hours will refer to the 9am - 5pm ET time window each day.
Weekends and holidays
FireHydrant doesn't currently offer support on the weekends. However, we have systems and processes in case of any emergencies, like outages or service interruptions.
You may experience longer wait times for a reply during holiday periods, but we always monitor our support channels for emergencies.
Contacting Support
Support requests can be made via Zendesk form. You can also directly access that link by clicking on Contact Support in the navigation menu to the left (desktop) or in the burger menu (mobile). FireHydrant doesn't offer incoming phone support, Slack, or live chat at this time.
Bugs or Issues
A bug is when a capability or functionality is not working as described or advertised.
Select Report Issue/Bug option in the form shown above or directly access that link here for bug reports or general product questions.
Submission Guidance
When creating a ticket, it is important that we have the following information. These steps will ensure that our technical team has the necessary information to reproduce the issue and provide solutions in a timely manner.
- Account Support Info
- From anywhere in the FireHydrant web UI, open the User Profile dropdown on the top right and click Support info. This will automatically copy important support info to your clipboard which you can paste into the support ticket.
- Reproduction steps - The more contextual information you can provide, the more it will help our agents pinpoint specific causes or issues.
- Screenshots or screen recordings of the issue when possible
- A link to the incident, runbook, catalog item, or other element(s) you're referencing
Note:
Not providing this information may lead to delays and additional messages back and forth before we can resolve your issue.
Urgency
All requests are assigned to a member of the Support Team and prioritized based on the severity and visibility of the issue. We categorize all inbound issues according to the Priorities and their definitions below:
| Urgency | Description |
|---|---|
| Urgent | I cannot access or interact with the FireHydrant platform. - (e.g., Users cannot log in to FireHydrant) |
| High | I'm mostly blocked from using FireHydrant at normal capacity. - (e.g., FireHydrant isn't automatically assigning responders or executing Runbooks) |
| Normal | I'm finding it difficult to use FireHydrant as a result of this issue. - (e.g., Configured settings aren't working properly for several users) |
| Low | I'm running into minor issues using FireHydrant. - (e.g., Filters on the Analytics page aren't working) |
Note:
Miscategorizing the Priority of your ticket can result in additional delays for getting the right resources on an issue.
Response Times
FireHydrant Support Team shall respond to support requests within a specified time after receipt during Support Hours and, for support requests received outside of Support Hours, within a specified time starting from the commencement of the next Service Hours. See the tables below for response times and details by customer tier.
A "Resolution" to a Support Ticket can be any of the following: a workaround, hotfix, release, or an action plan to address the issue.
Enterprise Customers
| Urgent | High | Normal | Low | |
|---|---|---|---|---|
| First Response Time | 1 hr | 4 hrs | 4 hrs | 4 hrs |
| Status Updates | Hourly | Weekly | As needed | As Needed |
| Target Resolution | Hotfix or Workaround followed by Release | Hotfix, Workaround, or Release | Workaround or Release | Workaround or Release |
Pro Customers
| Urgent | High | Normal | Low | |
|---|---|---|---|---|
| First Response Time | 24 hrs | 24 hrs | 24 hrs | 24 hrs |
| Status Updates | As needed | As needed | As needed | As Needed |
| Target Resolution | Hotfix or Workaround followed by Release | Hotfix, Workaround, or Release | Workaround or Release | Workaround or Release |
Free Customers
| Urgent | High | Normal | Low | |
|---|---|---|---|---|
| First Response Time | Best Effort | Best Effort | Best Effort | Best Effort |
| Status Updates | As needed | As needed | As needed | As Needed |
| Target Resolution | Hotfix or Workaround followed by Release | Hotfix, Workaround, or Release | Workaround or Release | Workaround or Release |
Feature Requests
A feature request is a capability that FireHydrant does not support today, but that you'd like for us to support. We welcome suggestions for feature enhancements. As part of the product prioritization process, we consolidate requests across multiple customers with the goal of addressing underlying customer needs.
Select the Feedback/Feature Request option in the support form or directly access that link here for bug reports or general product questions.
All feature request tickets will be responded to on a best-effort basis.
Submission Guidance
To help us best understand your request, please include the following:
- Problem to be solved (not the solution)
- For example, instead of submitting "We want custom fields," it's more effective to say, "We're specifically trying to track Impacted Subnets in AWS, and it's been painful to use Tags or Labels for this."
- How critical this is to your organization (see table below)
| Priority | Definition |
|---|---|
| P0 | Blocker: My organization is blocked from using FireHydrant until you have this. |
| P1 | Must have: The lack of this feature significantly impairs our usage of FireHydrant. |
| P2 | Should have: The lack of this feature slightly impacts our usage of FireHydrant, and we think FireHydrant ought to support it. |
| P3 | Nice to have: The lack of this feature doesn't majorly impact our usage, but it would be awesome if FireHydrant supported it. |
- Other details about your operating environment that would inform a solution
Feedback evaluation
You might be asking yourself - what happens to my feature request once it's submitted? When we receive new feedback or an idea for an enhancement, our support team will gather as much information as they can and then send it to be triaged by our Product team.
Internally, we then ask a few key questions about new features or enhancements to determine if feedback will be integrated into our product vision or not. We evaluate factors such as:
- How many customers would benefit from this change and to what degree?
- How does this idea for enhancement relate to the roadmap we're already pursuing?
- Would this feature negatively impact the experience of other users?
- How much work would be required for a solution, and what are other competing priorities?
It may take some time to collect data before we make a disposition on the feature. Once we've finished our assessment and determined we'll move forward, we'll assign an overall priority and queue it for roadmap scheduling.
If a potential update has a low impact relative to the effort required or doesn't fit into our current roadmap, it may end up being rejected. If you're curious about the latest features and releases, you can always visit our changelog.
Product Questions
A product question is a general question about the product - how something works, whether something is intended, or anything that doesn't fit into the two categories above.
Select the Product Question option in the support form or directly access that link here for bug reports or general product questions.
Submission Guidance
When submitting a general product question, any detail and clarity is helpful. For example, what are you trying to do? What do you have questions about? Etc.
All product question tickets will be responded to on a best-effort basis.
Updated 11 months ago