Getting Help

FireHydrant provides ticketing support for all users. This is the best way to submit bug reports, product questions, feature requests, and feedback.

FireHydrant support hours

Our team is currently based in the US and works Monday through Friday, 9am to 5pm Eastern Time.

For the purposes of this document, Support Hours will refer to the 9am - 5pm ET time window each day.

Weekends and holidays

FireHydrant doesn't currently offer support on the weekends. However, we have systems and processes in place in case of any emergencies, like outages or service interruptions.

You may experience longer wait times for a reply during holiday periods, but we always monitor our support channels for emergencies.

Contacting Support

Submitting a ticket via form
Submitting a ticket via form

Support requests can be made via Zendesk form. You can also directly access that link by clicking on Contact Support in the navigation menu to the left (desktop) or in the burger menu (mobile). FireHydrant doesn't offer incoming phone support, Slack, or live chat at this time.

Bugs or Issues

A bug is when a capability or functionality is not working as described or advertised.

Select Report Issue/Bug option in the above form or directly access that link here for bug reports or general product questions.

Submission Guidance

When creating a ticket, it is important that we have the following information. These steps will ensure that our technical team has the necessary information to reproduce the issue and provide solutions in a timely manner.

  • Your Organization ID + Name

    • On the old UI: In the FireHydrant app, open the Developer Console and type window.currentAccount and include that information.
    Current account information in the developer console
    Current account information in the developer console
    • In the new UI: In the FireHydrant app, open the User Profile dropdown on the top right and click Support Info. This will automatically copy important support info to the clipboard which you can paste into the support ticket.
    Copy support info to clipboard in new UI
    Copy support info to clipboard in new UI
  • Reproduction steps, screenshots, and if possible, a screen recording of the issue

  • Your browser version (https://www.whatsmybrowser.org/)

  • A link to the incident, runbook, catalog item, or other element(s) you're referencing

Note: Not providing this information may lead to a delay and additional messages back and forth before we can resolve your issue.

Urgency & Response Times

All requests are assigned to a member of the Support Team and prioritized based on the severity and visibility of the issue. We categorize all inbound issues according to the Priorities and their definitions below:

  • Urgent: I cannot access or interact with the FireHydrant platform.
    • E.g., Users can't log in to FireHydrant.
  • High: I'm mostly blocked from using FireHydrant at normal capacity.
    • E.g., FireHydrant isn't automatically assigning responders.
  • Normal: I'm finding it difficult to use FireHydrant as a result of this issue.
    • E.g., Configured settings aren't working properly for several users.
  • Low: I'm running into minor issues using FireHydrant.
    • E.g., Filters on the Analytics page aren't working.

Note: Miscategorizing the Priority of your ticket can result in additional delays for getting the right resources on an issue.

Response Times

FireHydrant Support Team shall respond to support requests within a specified time after receipt during Support Hours and, for support requests received outside of Support Hours, within a specified time starting from the commencement of the next Service Hours. See the tables below for response times and details by customer tier.

A "Resolution" to a Support Ticket can be any of the following: a workaround, hotfix, release, or an action plan to address the issue.

Enterprise Customers
Urgent High Normal Low
First Response Time 1 hr 4 hrs 4 hrs 4 hrs
Status Updates Hourly Weekly As needed As Needed
Target Resolution Hotfix or Workaround followed by Release Hotfix, Workaround, or Release Workaround or Release Workaround or Release
Pro Customers
Urgent High Normal Low
First Response Time 24 hrs 24 hrs 24 hrs 24 hrs
Status Updates As needed As needed As needed As Needed
Target Resolution Hotfix or Workaround followed by Release Hotfix, Workaround, or Release Workaround or Release Workaround or Release
Free Customers
Urgent High Normal Low
First Response Time Best Effort Best Effort Best Effort Best Effort
Status Updates As needed As needed As needed As Needed
Target Resolution Hotfix or Workaround followed by Release Hotfix, Workaround, or Release Workaround or Release Workaround or Release

Feature Requests

A feature request is a capability that FireHydrant does not support today, but that you'd like for us to support. We welcome suggestions for feature enhancements. As part of the product prioritization process, we consolidate requests across multiple customers with the goal of addressing underlying customer needs.

Select the Feedback/Feature Request option in the support form or directly access that link here for bug reports or general product questions.

All feature request tickets will be responded to on a best-effort basis.

Submission Guidance

To help us best understand your request, please include the following:

  • Problem to be solved (not the solution)
    • For example, instead of submitting "We want custom fields," it's more effective to say, "We're specifically trying to track Impacted Subnets in AWS, and it's been painful to use Tags or Labels for this."
  • How critical this is to your org
    • E.g. is it blocking or otherwise negatively impacting critical business activities?
    • How often do you encounter the problem?
  • Other details about your operating environment that would inform a solution

Product Questions

A product question is a general question about the product - how something works, whether something is intended, or anything that doesn't fit into the two above categories above.

Select the Product Question option in the support form or directly access that link here for bug reports or general product questions.

Submission Guidance

When submitting a general product question, any detail and clarity is helpful. For example, what are you trying to do? What do you have questions about? Etc.

All product question tickets will be responded to on a best-effort basis.

Last updated on 2/9/2024