Support

We're here to help you succeed with Frontro. Find the support resources you need below.

Getting Help

Before You Contact Support

To help us resolve your issue quickly, please:

1. Check the documentation - Many answers can be found in our platform guides and feature docs
2. Review common topics - Support and docs cover FAQs and troubleshooting
3. Gather relevant information - Error messages, screenshots, and steps to reproduce

What We Need to Know

When contacting support, please include:

• Your account ID or email address
• The feature or area you're working with
• Error messages or unexpected behavior
• Steps to reproduce the issue
• Any relevant screenshots or screen recordings

Support Channels

📧 Email Support

support@frontro.com

• 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

• Getting started - Introduction to Frontro
• Content - Video, Shorts, Courses, and Livestreams
• Monetization - Subscriptions, one-time purchases, and ads
• Community - Chat, comments, notifications, and moderation
• Analytics - Channel performance and insights
• Settings - Channel settings and configuration
• Changelog - Latest updates and releases

For help, email support@frontro.com.

Service Status

Current Status

When available, status information may include:

• Real-time service availability
• Scheduled maintenance windows
• Incident history and post-mortems
• Performance metrics

Status Notifications

Subscribe to status updates when the status dashboard is available:

• Email notifications for incidents
• Webhook notifications for automated monitoring

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:

1. Account Manager (Enterprise customers)
2. Support Team Lead - escalation@frontro.com
3. 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 Frontro partners for:

• Implementation services
• Custom development
• Ongoing support
• Regional expertise

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Can't find what you need? Contact our support team and we'll be happy to help!