Support Workflow and Response Time SLA

We provide support to everyone: free customers, commercial customers, as well as trial and beta customers. So don’t hesitate to contact us(submit ticket form link here) if you need any help. We have an internal SLA.

Response Time according to the Request

Our business hours are from 9 am to 5 pm CET. Our support team is located in Europe. Sometimes during national holidays, the response might take a little bit longer. Tickets with the highest priority are processed regardless of business hours, days of the week, or holidays.


Depending on the Space pricing tiers, all support requests are handled correspondingly:

  • Free plan — within the next 2 business days;
  • Team plan — within the next business day;
  • Organization plan — within the same business day;
  • Enterprise plan — individual terms.

Within the target date, First Reply Time and Next Reply Time depend on the request priority:




Target Standard FRT/NRT


A business-critical software component or a JetBrains Space instance is inoperable or unavailable; the production system is down; Requires an immediate workaround or solution.

Examples: The system hangs or crashes, cloud instance is down, significant performance degradation, essential functionality is not available

2/4 hours


Negatively impacting production operations, but the production system is not down; the product operates but is seriously restricted.

Examples: A small number of users are blocked from work, a large number of users are affected but not blocked, some functionality is not available, data loss or data corruption.

2/4 business hours 


A non-production issue; the majority of functions are still usable, a limited condition that can be readily circumvented.

Examples: A small number of users are affected, some functionality doesn’t work or works partially noticeable performance degradation.

4/6 business hours


Issue or question that does not affect the product function, and can be readily circumvented. For example: "How to" questions; the text of a message or page of documentation is worded poorly or misspelled, General Feedback, Feature Requests.

6/8 business hours


Support Channels

Zendesk is our main support channel. For immediate attention to your problem, please make sure you submit a request to our support system.

Other Channels


Use the @jetbrains_space Twitter channel for quick questions. Please keep in mind that the response is limited to 280 symbols as well.

Issue Tracker

This channel is mostly used for filing bugs and feature requests. The development team handles the issue tracker, so it cannot be considered as the main support channel. If you’re not sure whether it’s a bug or support request, please file a request, and we’ll turn it into a bug if required.

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