Support
We're here to help you succeed with FrontRow. Find the support resources you need below.
Getting Help
Before You Contact Support
To help us resolve your issue quickly, please:
- Check the documentation - Many answers can be found in our comprehensive guides
- Review the FAQ - Common questions and solutions are available
- Search the community forum - Other developers may have encountered similar issues
- Gather relevant information - Error messages, API responses, and request IDs
What We Need to Know
When contacting support, please include:
- Your account ID or email address
- API endpoint or feature you're working with
- Error messages or unexpected behavior
- Steps to reproduce the issue
- Any relevant code snippets or API requests
Support Channels
📧 Email Support
- Response time: Within 24 hours (business days)
- Best for: Non-urgent technical questions, account issues
- Available for all plan levels
💬 Live Chat
Available in your dashboard during business hours:
- Hours: Monday-Friday, 9 AM - 6 PM EST
- Response time: Usually within minutes
- Best for: Quick questions, real-time troubleshooting
- Available for Pro and Enterprise plans
🎫 Support Tickets
Create detailed support tickets through your dashboard:
- Track ticket status and history
- Attach files and screenshots
- Collaborate with our support team
- Priority handling for Enterprise customers
📞 Phone Support
Enterprise customers only
- Direct phone line for critical issues
- 24/7 availability for P1 incidents
- Dedicated account manager
- Contact your account manager for details
Resources
Documentation
- Developer Documentation - Complete API reference and guides
- Getting Started Guide - Quick introduction to FrontRow
- Tutorials - Step-by-step implementation guides
- Code Examples - Sample applications and snippets
Self-Service Tools
- API Explorer - Test API calls interactively
- Status Dashboard - Real-time service status
- Changelog - Latest updates and releases
Community
- Community Forum - Connect with other developers
- GitHub - Open source libraries and SDKs
- Stack Overflow - Technical Q&A
- Twitter - Updates and announcements
Knowledge Base
- FAQ - Frequently asked questions
- Troubleshooting Guide - Common issues and solutions
- Best Practices - Optimization tips
- Security Guide - Security best practices
Service Status
Current Status
Check our Status Page for:
- Real-time service availability
- Scheduled maintenance windows
- Incident history and post-mortems
- Performance metrics
Status Notifications
Subscribe to status updates:
- Email notifications for incidents
- SMS alerts for critical issues (Enterprise only)
- Webhook notifications for automated monitoring
- RSS feed for status updates
Service Level Agreement (SLA)
Our uptime commitments by plan:
- Free: No SLA
- Starter: 99.5% uptime
- Pro: 99.9% uptime
- Enterprise: 99.95% uptime with custom SLAs available
Escalation Process
Priority Levels
We classify issues based on impact:
P1 - Critical
- Complete service outage
- Data loss or corruption
- Security vulnerabilities
- Response time: 1 hour (Enterprise), 4 hours (Pro)
P2 - High
- Major feature unavailable
- Significant performance degradation
- Blocking customer operations
- Response time: 4 hours (Enterprise), 8 hours (Pro)
P3 - Medium
- Minor feature issues
- Workaround available
- Non-blocking problems
- Response time: 1 business day
P4 - Low
- Questions or clarifications
- Feature requests
- Documentation updates
- Response time: 2-3 business days
Escalation Contacts
If you need to escalate an issue:
- Account Manager (Enterprise customers)
- Support Team Lead - escalation@frontrow.com
- Director of Support - Available for P1 incidents
Additional Support Options
Professional Services
Our team can help with:
- Custom integrations
- Architecture reviews
- Performance optimization
- Training and workshops
Partner Network
Connect with certified FrontRow partners for:
- Implementation services
- Custom development
- Ongoing support
- Regional expertise
Can't find what you need? Contact our support team and we'll be happy to help!