Support options
Encountering an issue with Tailscale? We’re here and ready to help!
Immediate Assistance
Day or night, browse or search our Knowledge Base to find the fastest answers. Enter a term or browse by topic. We most likely have an article for you.
Email Support
We offer email support in English for all customers between 9am-6pm Eastern Standard Time, Monday through Friday.
You can submit a ticket through our support form while logged in to your account in the browser. You can find the form by either selecting Support in the upper right-hand corner of the Tailscale admin console or by going directly to https://tailscale.com/contact/support.
If you don't see an email response from us, be sure to check your spam and junk folders.
Priority Support
Priority support is included in all Premium and Enterprise plans, and the legacy Business plan. With priority support, requests from Premium and Enterprise customers are promptly triaged and moved to the front of the queue, where our team will get back to you as soon as possible.
We also offer add-on support packages, as detailed in our Service Level Agreement. If you’re in need of a guaranteed SLA or 24/7 emergency responses, please contact sales to discuss our additional support packages.
Severity Definitions
We use the following definitions to triage incoming support requests.
| Severity Level | Description |
|---|---|
| Sev 1 Critical | There is a Full Outage, a Personal Data Breach (defined in our DPA), or other major security breach. Ex: Tailscale is not operational for your entire company. Ex: There is a security breach we need to know about immediately. |
| Sev 2 High | There is a Partial Outage of a core service, feature or functionality, or an attempted security breach. Ex: SCIM is not operational. |
| Sev 3 Normal | There is a Partial Outage of a non-core or non-essential service, feature or functionality. Ex: A user or subset of users are experiencing poor latency or disconnects when using Tailscale. |
| Sev 4 Low | A non-material support item, and there is no Outage (Full or Partial). Ex: configuration help requests; minor UX bugs. |
Exclusions
Our Support team is pretty incredible, and we will do our best to resolve any issue you run into, but we can’t do everything. The following are outside the scope of support that we provide:
- Writing custom scripts, tools, or resources
- Virus or malware infections
- Spam protection
- System and server administration activities
- Routine product maintenance including data backup, cleaning disk space, and configuring log rotation
- Support for any integrations or third-party services. Check your terms of service with us for what these mean.
- Self-hosted coordination servers, including Headscale
- General issues with your internet service or internet service provider (ISP)
- Devices behind a subnet router
- General computer or device support or maintenance