//Support

Support

ButtrBase offers tiered support to match your deployment size and criticality. This page covers how to file tickets, escalation paths, and what to expect at each support tier.

Support Tiers

Starter (Free / Self-Serve)

  • Channels: Community forum, GitHub Issues, documentation
  • Response SLA: Best-effort (community)
  • Coverage: Business hours (9am–6pm ET, Mon–Fri)
  • Scope: General questions, documentation requests, bug reports

    • Pro

  • Channels: Email support ticket system (support@buttrbase.com)
  • Response SLA: P1 within 4 hours, P2 within 1 business day, P3 within 3 business days
  • Coverage: Business hours (9am–6pm ET, Mon–Fri)
  • Scope: Integration help, billing questions, bug fixes, upgrade guidance

    • Enterprise

  • Channels: Dedicated Slack channel, email, phone bridge for P1 incidents
  • Response SLA: P1 within 30 minutes (24/7), P2 within 2 hours, P3 within 1 business day
  • Coverage: 24/7 for P1 incidents; extended business hours for P2/P3
  • Scope: All Pro scope plus architecture reviews, custom integration support, named Customer Success Manager (CSM)

    • Filing a Support Ticket

    Via the dashboard

    1. Log in to your ButtrBase admin portal. 2. Click the ? icon in the bottom-left corner. 3. Select Submit a request. 4. Choose a priority level and describe your issue. 5. Attach screenshots, logs, or a reproduction script.

    Via email

    Send to support@buttrbase.com from an email address associated with your ButtrBase account. Include:

  • Organization UUID (found in Settings → General)
  • Steps to reproduce the issue
  • Expected vs actual behavior
  • Environment: production / sandbox, SDK version, language/framework
  • Priority assessment (see table below)

    • Via API (programmatic tickets)

    Enterprise customers can file tickets programmatically:

    ~~~json POST /api/support/tickets Authorization: Bearer Content-Type: application/json

    { "org_uuid": "org-uuid-12345", "subject": "Webhook deliveries failing since 14:00 UTC", "body": "All webhook deliveries to our endpoint have been returning 502 since approximately 14:00 UTC today. Error ID: err-uuid-abc", "priority": "p1", "category": "reliability" } ~~~

    Response:

    ~~~json { "ticket_id": "tkt-uuid-456", "status": "open", "priority": "p1", "created_at": "2024-07-11T14:05:00Z", "assigned_to": "on-call-engineer@buttrbase.com" } ~~~

    Priority Levels

    | Level | Definition | Example | |-------|-----------|---------| | P1 — Critical | Production system is down or severely degraded; no workaround | API completely unreachable, auth broken for all users | | P2 — High | Major feature broken with workaround available | Webhook delivery failing but polling endpoint works | | P3 — Medium | Feature degraded or incorrect; workaround available | Dashboard shows wrong invoice amount | | P4 — Low | Minor issue or enhancement request | Typo in error message, docs improvement |

    Escalation Path

    If your ticket is not being addressed within SLA:

    1. Reply to the existing ticket marking it as escalated. This triggers an automatic page to the on-call lead. 2. Enterprise only: Reach out in your dedicated Slack channel with the ticket ID. Your CSM will manually escalate. 3. P1 phone bridge (Enterprise): Dial the incident bridge number provided in your onboarding email.

    Status Page

    Real-time platform status and historical incident reports are available at status.buttrbase.com. Subscribe to email or webhook notifications for your preferred components.

    Contacting Sales

    For upgrades, custom contracts, volume pricing, or on-premise licensing:

  • Email: sales@buttrbase.com
  • Schedule a call: buttrbase.com/contact

Security Vulnerabilities

Do not file public GitHub issues for security vulnerabilities. Report them via our responsible disclosure program at security@buttrbase.com. We aim to acknowledge within 24 hours and patch within 90 days.