thirdweb Support Onboarding Guide

Welcome to thirdweb Support!
We want to ensure that your experience with our support team is smooth and efficient. This guide will help you understand how to request support, what to expect, and best practices for getting help quickly.
1. How to Request Support
📍 General Support
- All support requests should be submitted through our ticketing system at thirdweb.com/support.
- Our support team operates worldwide and will respond as soon as possible.
- *Response times may vary depending on issue severity and priority.
- We strive to keep you updated on your ticket’s progress.
- For faster help, please provide a minimal reproduction with step-by-step instructions.
- In the spirit of open source, if you find the issue in our repos, our team would be happy to review your PR. You can find the repositories here.
2. Response Time Expectations
📌 Starter Plan
- Estimated response time: 3 business days.
- Our team will do its best to respond sooner when possible.
📌 Growth Plan + Engine Customers
- Estimated response time: Within 48 business hours.
💡 For urgent issues, customers with enterprise support can escalate via their dedicated Slack or Telegram channel.
💼 Enterprise Support
- Estimated response time: Within 2 business hours.
- If you have an enterprise support plan, a dedicated Slack channel or Telegram group will be created for your team.
- You can tag @Yash Joisar, @Waren, or @Gi in your messages if you need escalation or assistance.
- *Engineering involvement is determined based on the complexity of the issue.
🚫 Important: Our business team does not provide support, so please avoid tagging them unnecessarily.
3. Additional Resources
- Documentation: thirdweb Docs
- Support: thirdweb.com/support or support@thirdweb.com
- Status Page: thirdweb Status
📢 Need Help?
Submit a ticket at thirdweb.com/support, and we’ll be happy to assist you!
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