Contacting Support

FireHydrant provides ticketing support for all users through our support portal. This is the best way to submit bug reports, product questions, feature requests, and feedback.

Accessing the Support Portal

Support requests can be made at support.firehydrant.com. You can also access this link by clicking on Contact Support in the navigation menu to the left (desktop) or in the burger menu (mobile).

If you need to activate your account or reset your password, visit support.firehydrant.com/support/login and select the Forgot password option on the login page.

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Note:

For more information about our recent support portal migration, visit the Support Portal Migration FAQ.

Support Hours

Our team is currently based in the United States and works standard business hours: Monday through Friday, 9am to 5pm Eastern Time.

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.

Submitting a Support Request

How to Submit a Support Request

When creating a support ticket, follow these steps:

1. What's this about? - Select Technical support question (or the appropriate category for your request)
2. Choose your Product - Select FireHydrant
3. How does it impact your business? - Choose the appropriate impact level:
   • Low - How to setup something
   • Minor - Issues with the setup
   • Major - A major functionality has stopped working
   • Critical - Severe outage/downtime

Submission Guidance

When creating a support ticket, it is important that we have the following information. These details will ensure that our support team has the necessary context to diagnose and resolve your issue 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 support team diagnose and resolve your issue.
• Screenshots or screen recordings of the issue when possible - Helpful for visualizing the problem or question.
• A link to the incident, runbook, catalog item, or other element(s) you're referencing - Links provide important context for our team.

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Note:

Not providing this information may lead to delays and additional messages back and forth before we can resolve your issue.

Request Urgency

When submitting a support request, please select the appropriate impact level. We categorize all inbound issues according to the following definitions: