Services, support, and training
Every Temporal Cloud plan includes support, and the plan you choose sets the response times, the channels you can reach Temporal through, and the depth of technical guidance you receive. Coverage ranges from break/fix support and general guidance to code reviews, pre-production optimization, and operational readiness.
This page applies to Temporal Cloud customers only.
Services offered by Temporal Cloud
| Developer | 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 | Developer experts who provide advanced support |
| Technical Guidance | Core platform config, platform access, 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 | Enterprise+ expert guidance on Workflow latency monitoring and optimization; performance recommendations based on real time tests |
| Billing & Cost Optimization | Generic Billing Questions | Generic Billing Questions | Quarterly review of spend | Quarterly review of spend, proactive cost optimization |
Temporal Cloud support guarantees
Temporal Cloud customers get break/fix support with an agreed set of SLAs for prioritized issues, entered, tracked, and closed through a ticketing system. Depending on your plan, you can also reach support through a dedicated Slack channel, the community forums, and the knowledge base.
Availability and response times by plan:
| Developer | 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 | P0: 24×7 (On Page Service) P1: 9-5, 7 days/week P2–3: 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 | P0: 15 minutes P1: 1 business hour P2: 4 business hours P3: 1 business day |
| Dedicated Platform Architect | - | - | Add-on | Included (1 Unit) |
| Channels | Community Temporal Support Portal | Community Temporal Support Portal | Community Temporal Support Portal Private Slack | Community Temporal Support Portal Private Slack |
Business Hours will be specified in your contract, including one of three locations: US Pacific time, European Central time, Australia Eastern time
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.
P0: 24×7 (On Page Service) is offered for Enterprise and Mission Critical accounts.
For the cost of each support level, see the pricing page.
Temporal dedicated platform architect
Mission Critical customers, and Enterprise customers who opt in, get a Dedicated Support Engineer:
- A senior developer expert joins your Temporal account team, and because they already know your implementation, issues resolve faster.
- Advisory on best practices, and development pairing on your code.
- Regular reviews with recommendations to improve performance and efficiency.
- Input on implementation design and operations.
- Priority access to that engineer for up to 20 hours per month, for one business unit or major group within a single region.
Engineers are assigned in your local time zone. Buy additional service units to cover more 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
Ticketing
Temporal Cloud customers file tickets in the Temporal Support Portal. For questions outside a ticket, use the community Slack and the community Discourse forum.
The Temporal Support Portal is for Cloud customers only, and all Cloud customers pay for support as part of their plan.
Other Temporal users have full community access except for the #support-cloud channel.
Access Temporal support
- Go to support.temporal.io.
- If prompted, log in to Temporal Cloud with the method you normally use, such as Google, Microsoft, or email and password.
- View open and closed tickets for your Temporal account, or submit a new one.
To request assistance from Temporal Support, see Create a ticket.
Create a ticket
This procedure applies only to Temporal Cloud customers whose contracts include paid support.
Without paid support, post your request in the Temporal Community Forum or the #support-cloud channel of the Temporal workspace in Slack.
To create a ticket in the Temporal Support Portal:
- Go to support.temporal.io.
- If prompted, log in to Temporal Cloud using the same method you normally use (for example, Google, Microsoft, email-password, or other methods).
- Click the Create Ticket button in the top right corner.
- On the Submit a ticket page, enter the details of your request into the form. Name, Subject, and Description are required.
- At the bottom of the form, choose Submit.
Developer resources
Hands-on material for getting started and for going deeper:
- Get started with Temporal: Set up a development environment, run an existing Temporal application, then build one from scratch with an SDK.
- Courses: Free, self-paced courses that apply Temporal concepts in code.
- Tutorials: Build real-world applications step by step.
- Example applications: Complete applications that show how Temporal concepts fit together at scale.