Support
How to open a support case, how serious each severity is, our hours, and how fast we answer at each support level.
Ask us for help from inside AssetHermit with a support case. Your organization's plan sets its support level, which sets how fast we reply. The case keeps the whole conversation, its status and when our reply is due.
Opening a case
- Open the Help menu in the top bar and choose Contact support.
- Choose what it's about and how serious it is. The form shows when we'll reply, in your own time zone.
- Write a subject and describe what happened, what you expected and what you've tried.
The case takes context with it, which the form lists under "What we'll see" and you can remove: the workspace, the asset or cost source and its run, the error reference of a failure, the page you were on (never its search query) and the app's release. It never carries your assets, costs or queries. Pages that show an error, a failing source or your billing open the form with that context filled in. Your cases, in the same menu, lists your cases and their replies.
Never paste secrets, such as access keys, tokens or private keys. We never need them, and the form refuses a message that looks like it holds one.
The Owner and Admins can open cases and see every case of the organization. Members can open cases unless an Admin turns that off in Settings, Support, and see the cases they opened. A resolved case can be reopened for 14 days.
When an organization is suspended, its Owner can still contact us about billing or the account from the page people see when they sign in.
Severities
Choose the severity that fits. Only the Owner and Admins can choose Critical, since it goes to the front of the queue. We may lower a severity that doesn't fit, and the target follows from when the case was opened.
| Severity | When |
|---|---|
| Critical | AssetHermit is unavailable or unusable for the organization, with no workaround. |
| High | A feature doesn't work for the organization, and any workaround is painful. |
| Normal | Something doesn't work as expected and there's a workaround, or a how-to question. |
| Low | Feedback, feature requests and questions that can wait. |
Hours
Support follows European hours wherever your organization is: we answer 08:00–16:00 Helsinki time, Monday to Friday, except Finnish public holidays. For an organization in the Americas, that's the night and early morning, so a case opened in the afternoon there is answered the next European morning. Targets count only those hours, and a business day is a day of them. A target of 2 business hours for a case opened on Friday 15:00 Helsinki time is due on Monday 09:00.
Coming holidays on working days:
How fast we reply
Our first reply to a new case, by your organization's support level when the case was opened:
| Severity | Standard | Priority | Premium |
|---|---|---|---|
| Critical | 1 business day | 4 business hours | 2 business hours |
| High | 2 business days | 1 business day | 4 business hours |
| Normal | 3 business days | 2 business days | 1 business day |
| Low | 5 business days | 3 business days | 2 business days |
Targets are what we aim for and track. They carry no service credits. A plan change applies to new cases: an open case keeps its target.
Support levels
| Level | Included in | What it adds |
|---|---|---|
| Standard | Starter and free trials | Cases in the app, and email. Updates on a critical case: when there's news. |
| Priority | Team | Cases in the app, email, and a call when we propose one. Updates on a critical case: every business day. |
| Premium | Enterprise | Cases in the app, email, a shared Slack channel and a named support engineer. Updates on a critical case: every business day. Onboarding session and quarterly review. |
A support level comes with the plan. To raise it, the Owner changes plan by asking us. What each level includes is on the plans page.
Where cases are stored
Cases are kept apart from your organization's data, in eu-north-1 (Stockholm), whatever your organization's home region. They hold only what you and we write, and the IDs listed above. Deleting the organization deletes its cases.
Can't sign in?
Email support@assethermit.com, for example when nobody can sign in or you don't have an organization yet. Once we've confirmed who you are, we open a case for your organization, which its Owner and Admins see.