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

Priority support is included in all Premium and Enterprise plans, and the legacy Business plan.

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
  • Critical impact/complete outage
  • Majority of users are impacted
  • There is no workaround
  • Customer’s business is dramatically impacted
 Tailscale is inaccessible for the entire company.
Sev 2
High
  • Severe impact or downgrade of services
  • Majority of users are impacted
  • A workaround may be available, but performance is degraded
 Large number of users can’t access services via Tailscale.
Sev 3
Normal
  • Restricted impact, most of the system is functioning properly
  • Something is not functioning as expected
 A user or subset of users are experiencing poor latency or disconnects when using Tailscale.
Sev 4
Low
  • Low impact or informational request
  • Feature requests
 Product usability issues or use case inquiries.

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