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Contact Support

We’re here to help you succeed with Fanfare. Here’s how to reach us.

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Support Channels

Email Support

[email protected] Response within 24 hours

Documentation

Self-service documentation Available 24/7

Status Page

System status and incidents Real-time updates

Community

Developer community Peer support and discussions

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Support Tiers

PlanSupport LevelResponse TimeChannels
FreeCommunityBest effortDocumentation, Community
ProStandard24 hoursEmail
BusinessPriority4 hoursEmail, Chat
EnterprisePremium1 hourEmail, Chat, Phone, Slack

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Before Contacting Support

To help us resolve your issue faster, please gather:

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For Technical Issues

  • Error messages: Full error text and codes
  • Request IDs: Found in error responses (requestId)
  • Steps to reproduce: What actions led to the issue
  • Environment: Test or production, SDK version
  • Browser/Device: If client-side issue

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For Account Issues

  • Organization ID: Found in dashboard settings
  • Account email: Your registered email address
  • Screenshots: Of the issue if applicable

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How to Submit a Request

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Via Email

Send to [email protected] with: 
Subject: [Category] Brief description

Organization ID: org_xxx
Environment: Production / Test
Priority: Low / Medium / High / Critical

Description:
[Detailed description of the issue]

Steps to Reproduce:
1. [First step]
2. [Second step]
3. [etc.]

Expected Behavior:
[What should happen]

Actual Behavior:
[What actually happens]

Error Messages/Codes:
[Any error messages or request IDs]

Additional Context:
[Screenshots, logs, or other relevant information]

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Via Dashboard

  1. Log in to your Fanfare dashboard
  2. Click Help in the navigation
  3. Select Contact Support
  4. Fill out the support form
  5. Attach any relevant files

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Priority Levels

Your production environment is completely unavailable or major functionality is broken with no workaround.Examples:
  • API returning 500 errors for all requests
  • SDK completely non-functional
  • Data loss or corruption
Expected response: Within 1 hour (Enterprise), 4 hours (Business)
Major functionality is impaired but a workaround exists, or production is at risk.Examples:
  • Specific endpoints failing
  • Performance degradation
  • Upcoming launch at risk
Expected response: Within 4 hours (Enterprise), 8 hours (Business)
Non-critical functionality is affected or there’s an issue with a reasonable workaround.Examples:
  • Dashboard features not working
  • Non-urgent bug reports
  • Integration questions
Expected response: Within 24 hours
Questions, feature requests, or issues with minimal business impact.Examples:
  • Documentation questions
  • Feature requests
  • General inquiries
Expected response: Within 48 hours

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Emergency Support

For critical production issues outside business hours: Enterprise customers: Use your dedicated Slack channel or emergency contact Business customers: Email with subject line: [URGENT] Production down - [Organization ID]

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Specialized Contacts

TopicContact
General support[email protected]
Security issues[email protected]
Privacy/GDPR[email protected]
Billing[email protected]
Sales[email protected]
Partnerships[email protected]

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Self-Service Resources

Before contacting support, check these resources:

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Documentation

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Status

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Community

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What to Expect

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After Submitting

  1. Acknowledgment: You’ll receive an automatic confirmation
  2. Ticket created: A support ticket is assigned
  3. Initial response: Based on your support tier
  4. Resolution: We work with you to resolve the issue
  5. Follow-up: Confirmation that the issue is resolved

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During Investigation

  • We may ask for additional information
  • We may request access to reproduce the issue
  • We’ll provide regular updates on complex issues
  • We’ll document any workarounds discovered

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Feedback

We value your feedback to improve our service:
  • After resolution: You’ll receive a satisfaction survey
  • Product feedback: Share ideas via the dashboard
  • Documentation feedback: Use the feedback button on any doc page