# Contacting Treasure Data Support

Treasure Data offers four levels of support: **Standard**, **Advanced**, **Corporate**, and **Enterprise**. Standard Support is included at no additional charge with all SaaS Service subscriptions. The available communication channels depend on your support tier.

For full details on response times, severity levels, and support commitments, see the [Customer Support Exhibit (PDF)](https://www.treasuredata.com/hubfs/assets/pdfs/legal/Customer-Support-Exhibit-100725.pdf?hsLang=en).

## Communication Channels by Support Tier

| Channel | Standard | Advanced | Corporate | Enterprise |
|  --- | --- | --- | --- | --- |
| Email | Yes | Yes | Yes | Yes |
| Support Form | Yes | Yes | Yes | Yes |
| Slack | -- | Yes | Yes | Yes |
| Live Chat | -- | -- | Yes | Yes |
| Zoom | -- | -- | -- | Yes (Sev 1 & 2) |
| Priority Service from Experienced Agents | -- | -- | -- | Yes |


If you are unsure which support tier you have, contact your Customer Success team.

## How to Contact Support

### Email

Send an email to [support@treasure-data.com](mailto:support@treasure-data.com). Email support is available 24 hours per day, 7 days a week, including all local holidays.

### Support Form

Submit tickets to the Support Desk and receive email updates on your tickets. Select the link for your region:

* [For US Region](https://console.us01.treasuredata.com/zendesk/sso)
* [For Tokyo Region](https://console.treasuredata.co.jp/zendesk/sso?brand_id=381217%26locale_id=67%26return_to=https%253A%252F%252Fsupport.treasuredata.com%252Fhc%252Fja&redirect_to_site=console)
* [For EU01 Region](https://console.eu01.treasuredata.com/zendesk/sso?brand_id=381217%26locale_id=67%26return_to=https%253A%252F%252Fsupport.treasuredata.com%252Fhc%252Fen-us&redirect_to_site=console)
* [For Korea Region](https://console.ap02.treasuredata.com/zendesk/sso?brand_id=381217%26locale_id=67%26return_to=https%253A%252F%252Fsupport.treasuredata.com%252Fhc%252Fen-us&redirect_to_site=console)


### Slack

Slack support is available for customers with Advanced, Corporate, or Enterprise Support. Contact your Customer Success team to set up a shared Slack channel.

To create a support ticket from Slack:

1. Post your question or issue as a message in the shared Slack channel.
2. Add a :key: (`:key:`) reaction to your message.
3. A support ticket is automatically created from your message.


The support team will respond to your ticket through the Slack thread.

![Slack support ticket thread](/assets/slack-support-ticket-thread.96e5850c6b58742437f926269b86efe4834950a564dd0444d5c5b407cb4d4249.4a935a35.png)

### Live Chat

Live Chat is available for customers with Corporate or Enterprise Support. You can start a live chat with the Treasure Data support team through the Treasure Data Console. Live Chat is generally accessible on local business days (approximately 9:00 AM to 6:00 PM local time) based on your Treasure Data region (US/JP/UK).

1. Open the Treasure Data Console.
2. Select LiveChat.


![](/assets/image-20200121-180013.7a5bd739c9de97195ff9bcb8d538fe3417ea369e488e16a52c66db433952cafc.4a935a35.png)

A window opens populated with your name and email address associated with your Treasure Data account.

![](/assets/image-20200121-181539.fbe7e124c9defecb639d0887d2c5732335644749a3a804c34c55ea1bc183ee99.4a935a35.png)

1. Type your questions or comments.
2. Add any log file or screen capture files that you might have.
3. Select **Send**.


### Zoom

Zoom video conference support is available for Enterprise Support customers only, and is limited to Severity 1 and Severity 2 incidents. The support team will arrange a Zoom session when appropriate for qualifying incidents. For definitions of severity levels, see the [Customer Support Exhibit (PDF)](https://www.treasuredata.com/hubfs/assets/pdfs/legal/Customer-Support-Exhibit-100725.pdf?hsLang=en).