🧭 Overview
Semaphore UI provides multiple levels of support to meet the needs of teams using our platform—from community users to enterprise customers.
🔧 Support channels
| Channel | Available to | Description |
|---|---|---|
| Live Chat | All users | Real-time assistance via Crisp chat inside the UI. |
| GitHub Issues | All users | Use GitHub to report bugs or request features. |
| Email Support | Pro users | Reach out to us via email at [email protected] for help with setup, usage, or troubleshooting. |
| Priority Email / Slack / Video calls | Enterprise and Premium support | Direct access to our team for urgent or advanced needs. |
🕐 Response times
| Plan | Initial Response Time | Resolution Target |
|---|---|---|
| Free / Community | Best effort (no SLA) | N/A |
| Pro users | Within 24 business hours | 3–5 business days |
| Enterprise | Within 12 business hours | 1–3 business days |
| Premium Support | Within 12 business hours | 1–3 business days |
Business hours: Monday to Friday, 9 AM – 6 PM (UTC+1)
🧩 What we support
- Installation & upgrades
- Configuration and environment setup
- Integration with Ansible, Terraform, Docker, SSH, Vault, and more
- Workflow and job execution issues
- Security questions and guidance
- API usage and automation
Enterprise Support
For teams with higher security, compliance, or uptime requirements, we offer a tailored support package that includes:
- Dedicated support engineer
- Custom onboarding
- SLA-backed response & resolution times
- On-prem support options
- Priority feature requests
Premium Support
Our Premium Support package is designed for teams that rely on Semaphore for mission-critical automation and need fast, reliable assistance.
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🔥 Emergency Support
Get help when it matters most. If your Semaphore instance is completely down, our team will respond within 2.5 hours to help you restore service as quickly as possible.
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Technical Support
We answer all your questions about using Semaphore, troubleshooting issues, and best practices within 12 hours.
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Setup & Integration Assistance
We’ll guide you through setting up Semaphore, including installation, configuration, and integration with your existing workflows and tools.
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Upgrade Support
Ensure a smooth upgrade path. We’ll help you plan and execute updates to Semaphore with minimal downtime or disruption.
Support plan comparison
| Feature | Free | Pro Users | Enterprise | Premium Support |
|---|---|---|---|---|
| Emergency Support | ❌ | ❌ | ✅ Custom | ✅ Response in 2.5 hours |
| Technical Support | Community-based | ✅ Response in 24h | ✅ Response in 12h | ✅ Response in 12 hours |
| Setup & Integration Help | ❌ | ❌ | ✅ Onboarding & integration | ✅ Included |
| Upgrade Assistance | ❌ | ❌ | ✅ Guided upgrades | ✅ Smooth upgrade support |
| Support Channels | GitHub | Email / Slack / Video calls | Email / Slack / Video calls | |
| Availability | Best-effort | Business hours | Business hours with escalation | Business hours + emergency access |
| SLA / Agreement | ❌ | ❌ | ✅ Custom SLA | ✅ Standard SLA |