Escalating a critical issue

Q: Escalating a critical issue

Check service status . If it's a known incident, you're already being tracked. Open a ticket with severity set to SEV-1 — Critical production/security outage (see support severity levels ), and a subject line that makes the impact obvious. Include the exact failing request/response (redact any secrets), the approximate time it started, and how widespread the impact is. If it's a suspected security issue rather than an outage, use Report a Security Vulnerability instead — it's reviewed by the security team directly, not the general queue. Being upfront about what's not published yet: marking a ticket SEV-1 gets it triaged with top priority internally, but it is not a contractual response-time guarantee — no formal SLA is published outside individually agreed Enterprise contracts (see Enterprise plans and how to reach us ).

For an active SEV-1: what to do, and what to expect.

Updated September 14, 2026 · 1 min read

Check service status. If it's a known incident, you're already being tracked.
Open a ticket with severity set to SEV-1 — Critical production/security outage (see support severity levels), and a subject line that makes the impact obvious.
Include the exact failing request/response (redact any secrets), the approximate time it started, and how widespread the impact is.
If it's a suspected security issue rather than an outage, use Report a Security Vulnerability instead — it's reviewed by the security team directly, not the general queue.

Being upfront about what's not published yet: marking a ticket SEV-1 gets it triaged with top priority internally, but it is not a contractual response-time guarantee — no formal SLA is published outside individually agreed Enterprise contracts (see Enterprise plans and how to reach us).

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