Services, support, and training - Temporal Cloud (Jan 2025)
The Support structure on this page goes into effect in January 2025 for new customers and February 2025 for existing customers. Please refer to the current Support page until that time.
Temporal Cloud includes the right level of technical support and guidance, services and training needed to onboard you successfully, assist with design and deployment of your application efficiently and at scale. Our team has extensive knowledge of the Temporal project, and a broad set of skills to help you succeed with any project. Temporal Cloud provides several levels of support, from assisting with for break/fix scenarios to issues and services to helping with onboarding, design/code reviews for your application, and pre-production optimizations and operational readiness.
The content of this page applies to Temporal Cloud customers only.
What are the services offered by Temporal Cloud?
We offer four services to Temporal Cloud customers. For access to any of these services, please create a support ticket or contact your dedicated account manager.
- Technical onboarding: Temporal Cloud customers can request an onboarding session. This session covers basic setup and Namespace planning and provides an overview of metrics and observability, an overview of development resources, and information you will need in preparation for your go-live.
- Design and code reviews: Our team works with you to review your Workflow design and code to avoid potential issues and optimize your workload to run on Temporal Cloud. These sessions also focus on the optimization of your Workflow Actions and reduce your costs; they also reveal likely trade offs.
Services offered by Temporal Cloud
| Essentials | Business | Enterprise | Mission Critical |
|---|---|---|---|
| Support Staff | Trained staff providing break-fix support and general guidance. | Trained staff providing break-fix support and general guidance. | Developer experts who provide advanced support |
| Technical Guidance | Core platform config, auth-n methods, documented features, and basic inquiries | Advanced technical support, Workflow troubleshooting, SDK implementations, and Worker configuration, Quarterly code review or design implementation best practices. | Business+ expert-led code reviews and design implementation best practices, available as needed |
| Billing & Cost Optimization | Generic Billing Questions | Generic Billing Questions | Quarterly review of spend |
Temporal Cloud support Guarantees
Temporal endeavors to ensure you are successful with Temporal Cloud. We offer explicit guarantees for support. Temporal Cloud customers get break/fix support with an agreed-upon set of SLAs for prioritized issues. We use a ticketing system for entering, tracking, and closing these issues.
If an issue occurs, the team also provides support through a dedicated Slack channel, forums, and a knowledge base. We offer two levels of support defined by their availability and SLAs in the following table:
| Essentials | Business | Enterprise | Mission Critical |
|---|---|---|---|
| Availability (Based on Time-zones*) | P0–3: 9–5 Mon–Fri | P0–3: 9–5 Mon–Fri | P0: 24×7 (On Page Service) P1–3: 9–5 Mon–Fri |
| Response Time | P0: 1 business day P1: 1 business day P2: 1 business day P3: 2 business days | P0: 2 business hours P1: 2 business hours P2: 1 business day P3: 2 business days | P0: 30 minutes P1: 1 business hour P2: 4 business hours P3: 1 business day |
| DSE | Add-on | ||
| Channels | Community Zendesk | Community Zendesk | Community Zendesk Private Slack |
Business Hours will be specified in your contract, including one of three locations: US local time, European Central time, Australia Eastern time
P0: 24×7 (On Page Service) is offered for Enterprise accounts.
Priority definitions
- P0 - Critical (Production impacted)
- The Temporal Cloud service is unavailable or degraded with a significant impact.
- P1 - High (Production issue)
- An issue related to production workloads running on the Temporal Cloud service, or a significant project is blocked.
- P2 - Normal (General issues)
- General Temporal Cloud service or other issues where there is no production impact, or a workaround exists to mitigate the impact.
- P3 - Low (General guidance)
- Questions or an issue with the Temporal Cloud service that is not impacting system availability or functionality.
For pricing details of these two levels of support, please visit our pricing page.
Temporal offers a ticketing system for Temporal Cloud customers. We have an active community Slack and an active community Discourse forum where you can post questions and ask for help.
Temporal offers a ticketing system for Temporal Cloud customers. We have an active community Slack and an active community Discourse forum where you can post questions and ask for help.
Temporal Dedicated Support Engineer
Customers on the Mission Critical Plan and (by opting in) Enterprise customers receive access to a Dedicated Support Engineer. We offer:
- Direct access to a senior developer expert, who becomes part of your Temporal account team, adding deep technical expertise.
- Our high-touch engagement model goes beyond traditional support to deliver transformative value through hands-on collaboration, proactive optimization, implementation design and operations.
- Faster issue resolution with direct assistance from someone who already knows your implementation.
- Focused advisory on best practices and development pairing to ensure high-quality code and scalability.
- Optimizations through regular checks and recommendations to improve performance and efficiency.
- Priority access to a senior engineer for up to 20 hours per month, providing expert guidance and proactive support for one business unit or major group, specifically within a single region.
Our Services focus on local time zone alignment to ensure optimal responsiveness and efficiency. Additional service units for this service can be purchased to cover additional groups or regions at $6,000/Mo/Unit. One unit of Mission Critical Support includes:
- Up to 20 hours per month
- One major group or business unit
- Limited to one region
- Quarterly onsite visits