Scope of Support
What to expect when you engage with Netlify’s support engineers.
Depth of debugging and troubleshooting
Advanced debugging and consultation is available for Enterprise customers with Premium Support through custom contracts. For all other plans, support is available but scoped to standard usage as outlined in Netlify’s documentation at docs.netlify.com
Feature | Standard Scope (included at all support levels) | Expanded Scope (requires a custom contract) |
|---|---|---|
Deployments | basic deployment functionality | debugging your code used during deployment (View limits) |
Netlify Forms | used as described in our documentation | usage via API or debugging your own code |
Netlify Identity | used as described in our documentation | usage via API or debugging your own code |
Netlify Functions | used as described in our documentation | usage via API or debugging your own code |
Load/Security Testing | none | full load/security testing (requires 1 week advanced notice) |
Troubleshooting Custom Code | none | consultation available |
Feature
Standard Scope (included at all support levels) |
|---|
|
Deployments
basic deployment functionality |
|
Netlify Forms
used as described in our documentation |
|
Netlify Identity
used as described in our documentation |
|
Netlify Functions
used as described in our documentation |
|
Load/Security Testing
none |
|
Troubleshooting Custom Code
none |
Expanded Scope (requires a custom contract) |
|
Deployments
debugging your code used during deployment (View limits) |
|
Netlify Forms
usage via API or debugging your own code |
|
Netlify Identity
usage via API or debugging your own code |
|
Netlify Functions
usage via API or debugging your own code |
|
Load/Security Testing
full load/security testing (requires 1 week advanced notice) |
|
Troubleshooting Custom Code
consultation available |
How to contact support
All customers on all plans have access to the free Netlify Support Forums. Customers on Pro plans have access to private email support. Customers on Enterprise plans may choose to purchase either Business Day Support or Premium Support packages with guaranteed response times.
To obtain support through the free Support Forms, please visit answers.netlify.com.
To contact Netlify Support, please visit netlify.com/support and submit a request through the form on the page. (For customers on Pro plans or above).
Advice on third-party services
Netlify primarily provides support for Netlify products and features that are part of the Netlify platform, including Netlify Build, Netlify Edge, Netlify Functions, and Netlify CLI.
Netlify may be able to advise on third-party software, frameworks, or related open-source services such as Netlify CMS, Contentful, Yarn, or Cloudinary. However, the scope of Netlify’s support for third-party services is limited. We cannot promise bug fixes or debug customizations of remote services.
Best practices for networking issues
Netlify Edge (sometimes called the content delivery network or “CDNâ€) works best when it is used directly without firewalls, proxies, or other CDNs in front of it. Your sites should have DNS configured as described in our documentation. We may require you to reconfigure your sites and DNS per our recommendations before we can assist with networking issues.
Support limits
- Base functionality of Netlify’s build and deploy pipeline is supported, but we cannot help you debug any source code used either during build or after deployment. We’ll be willing to help troubleshoot any build failure that you can confirm in our build image when well-configured, and we’ll guide you in debugging the behavior of your site at a very high level.
- Netlify’s other services such as form handling, Identity, Git Gateway, Functions, and prerendering are supported when used as described in our documentation. We will assist in deployment and activation issues and point you to resources that can help you troubleshoot your usage of Netlify’s features. However, a custom contract is needed to get support for advanced API usage or debugging any code you write to access our services. Custom service contracts are available at additional cost and will have their own support terms and conditions.
- Load/security testing and migration support require advance notice of one week. We must agree to the scheduling and a custom support contract is required.
- Custom code requires a contract for services.