Support tickets

Ask Ably's AI assistant

When you're logged into your Ably Account, reading the documentation, or on Ably.com, you always have the option to start a chat with Ably's AI assistant. Look out for Ask AI.

You can ask the AI assistant any question about Ably and let it do the hard work for you. If the assistant can't help, you have the option to Get Support which will let you create a ticket for Ably's support team.

Submit a support ticket

If you require assistance or experience technical issues with Ably, submit a support ticket via your Ably account. Ably's support team will be able to investigate the matter for you and help to resolve it.

Support response service levels vary depending on the type of subscription you have with Ably. To check your subscription level, and view your SLAs, log in to your Ably account and visit the support page.

To submit a support ticket:

1. Visit the support page.
2. Click the Raise a support ticket button.
3. Fill out the form with the relevant information, providing as much detail as possible.
4. Click Submit and the Support team will be in touch via email to assist you.

Support ticket information

The following information is useful for helping troubleshoot your issue when you submit a support ticket:

• Time and date that the issue occurred.
  • Note whether it is consistent or a one-time event.
  • Provide timestamps in UTC format.
• Information about the SDK(s) used.
  • Include the platform and versions.
  • If the issue occurred following an upgrade, please mention the previous and current versions.
• Client information.
  • Include the appID associated with the request.
  • Include the clientIds of any affected clients.
  • Specify on which channel the issue occurred.
  • State whether you use custom client options, for example a custom environment.
  • Specify which endpoints or which SDK operation was used.
  • List any error codes received.
• Verbose logs replicating the issue.
  • Include logs from the time immediately before and after the issue occurred.
  • Include any relevant parts of your code which might assist us in replicating the issue.
  • If the issue is easily reproducible, sharing a screen recording or Gist can be helpful.

The following code demonstrates how to enable verbose logging in Ably Pub/Sub SDKs:

var ably = new Ably.Realtime(
{ /* existing options */,
logLevel:4
});

Enterprise escalation process

Enterprise customers have the ability to escalate incidents and receive a response within 15 minutes.

If you ever require urgent attention to a critical issue you are facing, or are experiencing a major incident, you can page Ably's engineering team 24/7 any day of the year.

To escalate an incident:

1. Log into your Ably account.
2. Select Support from the main menu or visit the support page directly.
3. Click the Raise a support ticket button and select the option for Incident escalation - service disrupted.
4. Fill out the form with the relevant information, providing as much detail as possible.
5. Click Submit and an engineer will reach out to you within 15 minutes. If you have a Slack channel with Ably they will reach out to you via Slack, otherwise they will contact you via email.