Support Tiers and Definitions
Loft Support tiers
We offer multiple support tiers to match your needs:
- Open Source - For users of Loft open source products
- Silver - The basic support package with coverage during business hours EST
- Gold - Provides 24/7 support 5 days a week
- Platinum - comprehensive 24/7 support with the fastest response time
Support tier description

Support priority definitions
Paying customers with private Slack/ms-teams channels can prioritize their issues. We work hard to respond as fast as possible, but when the load is too big, we queue issues based on their priorityWe use the following definitions for priority (Unless other definitions have been defined in the Master Service Agreement).
Urgent
The product is completely unusable, blocking all users of the platform from doing their work.
High
An important product feature stopped working, or the product is slow, impacting all users.
Medium
A feature stopped working, or performance is degraded, impacting some or no users.
Low
Questions and technical issues that do not block users from doing their work.