Support options
Immediate Assistance
Hitting an issue with Tailscale? We’re here and ready to help! 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 Time. Submit requests using your account’s email address. If you contact us from an email address that is not associated with your account, we may not be able to verify and identify your associated account and will only be able to share generalized information.
If you don’t see any response from us, be sure to check your spam and junk folders.
Priority Support
We offer reduced time to first response based on issue severity. If you’re eligible for Priority Support, your support request needs to come from your account’s email address to route correctly. We recommend logging in and using our contact form for the best support experience.
Premium | Enterprise | |
---|---|---|
Available hours | 9am to 6pm Monday to Friday US Eastern Time |
Contact sales for details |
Initial response time
The following table shows our initial response time.
Severity | Premium | Enterprise |
---|---|---|
Sev 1 Critical |
4 business hours | Contact sales for details |
Sev 2 High |
1 business day | Contact sales for details |
Sev 3 Normal |
2 business days | Contact sales for details |
Sev 4 Low |
2 business days | Contact sales for details |
Severity Definitions
We know how important it is to resolve issues quickly, and that’s why we make all reasonable efforts to meet or exceed the stated response and resolution times for issues within our scope of support.
We use the following definitions of severity.
Severity | Definition | Example |
---|---|---|
Sev 1 Critical |
|
Tailscale is inaccessible for the entire company. |
Sev 2 High |
|
Large number of users can’t access services via Tailscale. |
Sev 3 Normal |
|
A user or subset of users are experiencing poor latency or disconnects when using Tailscale. |
Sev 4 Low |
|
Product usability issues or use case inquiries. |