3 min
Historical Business Hours Time to First Response
< 8 hrs
Business Hours Time to Resolution
0%
Percent issues with resolution time breach
Multi-channel support systems for your teams
Meet Us Where You Are
TrueFoundry provides a unified support ecosystem with multiple entry points:
all connected behind the scenes into a single, coordinated workflow.
Support Portal
- Accessible directly from within the TrueFoundry platform
- Raise tickets, set priority, escalate, and track status - all in one dashboard
- Full issue history and updates visible to your entire team, always
Messaging Channels
WhatsApp
Slack
Teams
- A direct, shared channel with your TrueFoundry team for real-time support
- Critical issues raised here are automatically escalated and logged
- Fastest path for quick questions and low-impact queries
Email
- Reach us anytime at support@truefoundry.com
- Every email is logged, owned, and handled under the same SLA commitments
- Use it as your primary channel or as an escalation path
Enterprise-Grade Incident Handling
We categorize requests based on real business impact to ensure the right level of urgency and attention. This structured prioritization ensures predictable, professional handling of every request.
Priority
Enterprise
Pro Plus
P0
- Blocking production
- major outage
- severe service degradation
2
Hours
4
Hours
P1
- Core feature broken
- major workflow blocked
- no workaround
4
Hours
8
Hours
P2
- Issue with workaround available
- moderate impact
1
business
days
days
2
business
days
days
P3
- Minor issue
- cosmetic changes
- small improvements
2
business
days
days
4
business
days
days
We put our uptime in writing
Complete Transparency
TrueFoundry’s managed Control Plane powers your gateway, routing, observability, and management surfaces.
Enterprise
99.99%
Uptime Guarantee
- 2-hour P0 response time
- 1 business day P2 response time
- 24/7 critical support
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Pro Plus
99.9%
Uptime Guarantee
- 4-hour P0 response time
- 2 business day P2 response time
- Business hours coverage
Our SLA also covers scheduled maintenance windows, emergency patching procedures, and exclusions. The full agreement is available at truefoundry.com/service-level-agreement.
Reach Us
Start anywhere. We’ll meet you there.
TrueFoundry Ticketing Portal
Access via Support button in your TrueFoundry platform
Slack / Teams / WhatsApp
Your shared channel with the TrueFoundry team
Customer Success Manager
Introduced during onboarding - direct contact provided
Platform Status & Incident Updates
status.truefoundry.com - subscribe for real-time alerts
Full SLA Documentation
Preguntas frecuentes
¿Cuándo debo usar el portal de soporte?
Use the portal for production-impacting issues or requests that require tracking and follow-up.
¿Cuándo debo usar Slack?
Slack es ideal para preguntas rápidas, aclaraciones o soluciones sencillas de solución de problemas.
¿Quién responde a las solicitudes de asistencia?
Las solicitudes son gestionadas por expertos en la plataforma TrueFoundry con acceso directo a los equipos de ingeniería.
¿Se hará un seguimiento de mis problemas aunque se planteen en Slack?
Sí, las solicitudes importantes se pueden convertir en flujos de trabajo de soporte con seguimiento completo cuando sea necesario.
TrueFoundry Support — Last Updated January 2026. Full SLA: truefoundry.com/service-level-agreement
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