Support

Help when you need it. Humans, not tickets.

Four severity levels. Three tiers. One honest matrix of what to expect when you file. Plus the self-serve stuff you probably wanted before opening a ticket in the first place.

Before you file

Start here — most questions answer themselves.

Docs

Install, SSO config, RBAC, alert routing, API reference, BYOC.

Status page

Live uptime + ongoing incidents across regions.

Changelog

Every release and what shipped each week.

Community

Discord, GitHub Discussions, and time with the maintainers.

Severity

Four levels. No gotchas.

You pick the severity when you file; we review it on first response. We default to your call when it's close.

S1 — Critical

Radar is unavailable or unresponsive across a workspace, or a security issue that materially impacts your use of the product.

Example

Dashboard returns 5xx globally; SSO blocks every user from logging in; suspected data exposure.

S2 — High

A core feature is broken for most users in a workspace. Workarounds exist but they're disruptive.

Example

Event timeline stops ingesting for one cluster; alert routing to Slack fails; Helm rollback returns an error in the UI.

S3 — Normal

A non-critical feature is impaired, or the product behaves inconsistently but an acceptable workaround exists.

Example

Specific resource types don't render correctly in the topology; a filter in the Resources view misses some matches.

S4 — Question / Request

How-to questions, configuration guidance, feature requests, and feedback.

Example

How do I wire SCIM with Azure Entra ID? Can you add a webhook for deploy events?

Response-time matrix

What to expect from each tier.

Times are from ticket filed to first meaningful human response. Resolution depends on the issue.

Free

$0

GitHub Issues, Discord

1Critical
Best-effort
2High
Best-effort
3Normal
Best-effort
4Question / Request
Best-effort
Coverage hours
Best-effort; no guaranteed coverage window
Uptime SLA
No formal SLA
Dedicated contacts
—

Team

Most popular

$149 / cluster / mo

Email, in-app chat, dedicated Slack, GitHub

1Critical
8 business hours
2High
1 business day
3Normal
3 business days
4Question / Request
5 business days
Coverage hours
Mon–Fri 9am–6pm in your workspace region
Uptime SLA
99.5% target (no service credits)
Dedicated contacts
—

Enterprise

Custom

Email, in-app chat, dedicated Slack, CSM, phone, GitHub

1Critical
30 minutes24×7
2High
2 hours24×7
3Normal
1 business day
4Question / Request
2 business days
Coverage hours
S1/S2 24×7; S3/S4 Mon–Fri 8am–8pm in your workspace region
Uptime SLA
99.9% with service credits
Dedicated contacts
Named CSM + solutions engineer

Coverage windows are tier-specific in your workspace's region (US-East or EU-Central): Team is 9am–6pm Mon–Fri; Enterprise S3/S4 is 8am–8pm Mon–Fri. 24×7 is exactly what it sounds like.

Where to file

Four channels. Pick the one that fits.

All tiers

GitHub issues

Best for: bugs in Radar OSS (local or in-cluster), feature requests, questions the community might benefit from. Maintainers aim to respond within 48 hours on weekdays, on a best-effort basis.

skyhook-io/radar
Team and up

Email support

Best for: paid-tier incidents, account questions, anything that needs a private conversation. Team lands in our support queue; Enterprise routes to your CSM.

radar@skyhook.io
Team and up

In-app chat

Best for: quick questions while you're inside the Radar dashboard. Triaged to the same engineers as email, faster on average.

Open the chat inside Radar
Team and up

Dedicated Slack channel

Best for: paid-tier incident coordination and ongoing product questions. Team and Enterprise get a private shared channel with us; Enterprise also gets a named CSM and architecture support.

Email radar@skyhook.io to get set up
How to file

A good ticket shaves hours off the response.

We've boiled it down to five fields. The more of these we see up front, the faster you get a meaningful reply instead of a follow-up question.

  1. 1

    The severity you're filing at

    S1–S4. We'll adjust if we see it differently, but having your call on the ticket helps us route.

  2. 2

    What you saw vs. what you expected

    One sentence each. If it's a UI bug, a screenshot or short screen recording is worth ten paragraphs.

  3. 3

    A link back into Radar

    Workspace, cluster, resource, timeline slice — whatever's relevant. Deep-links preserve filter + time state, so paste the URL from your browser directly.

  4. 4

    The cluster + Radar version

    Available in your workspace settings. We often need this to reproduce.

  5. 5

    Whether it's reproducible and how

    One-off, intermittent, or "every time I click X." If it's blocking a production workflow, say so — we'll treat that as an S1 modifier.

Template you can paste
Severity: S2
Saw: Event timeline stopped updating on prod-us-east around 14:20 UTC.
Expected: Events continue streaming live.
Org: acme (or your admin email)
Cluster: prod-us-east (agent v2026.4.1)
Reproducible: Reload fixes it for ~2 minutes, then it pauses again.
Blocking: Yes — we're mid-incident and need live events back.
Security disclosures

Don't file security issues in public GitHub.

Suspected vulnerabilities go to security@skyhook.io. You'll get an acknowledgement within 1 business day. We follow responsible-disclosure conventions and credit researchers in our release notes with your permission.

PGP key and full policy live at trust.skyhook.io.
FAQ

Questions we get a lot.

How do I file a ticket?
Free: open a GitHub issue at skyhook-io/radar. Team: email radar@skyhook.io, use the in-app chat, or post in your dedicated Slack channel. Enterprise: your dedicated Slack channel is the fastest path; email and phone also work. Include the severity you're filing at, what you saw, what you expected, and a workspace link if relevant — a good ticket shaves hours off the first response.
Who decides the severity?
You tell us what you think it is when you file. We review on first response and will move it up or down with a short note if we see it differently. We default to the customer's severity when it's close.
What do response times cover?
The clock is from ticket filed → first meaningful human response. Not resolution. Resolution depends on the issue and whether it needs a code change or just a config tweak. We target the response-time matrix above and publish a quarterly report on how we did against it.
What about weekends?
S1 and S2 are 24×7 on Enterprise (including weekends). Team is business hours in your workspace region. Free is best-effort with no guaranteed coverage window.
Do you offer service credits when you miss an SLA?
Yes on Enterprise. If Radar is unavailable beyond the committed uptime SLA, you get pro-rated service credits applied to the next invoice. Credit math is defined in the Enterprise agreement.
Can I get phone support on Team?
Phone support is Enterprise-only by default. That said, for genuine S1 incidents on paid plans we'll jump on a call — email radar@skyhook.io, mark it S1, and we'll set up a quick bridge.
What if the issue is with Radar OSS, not Radar?
File it on GitHub. Radar OSS is Apache 2.0 and maintained by the same team that builds Radar Cloud; issues, PRs, and feature requests go through the public repo. If you're a paying Radar Cloud customer and the OSS bug is blocking your production cluster, flag that in the issue and we'll prioritize.
Can I pay for faster response than Team provides?
Yes — go to Enterprise. That unlocks 24×7 S1/S2, a named CSM, phone support, and a 30-minute S1 response target. Talk to radar@skyhook.io.
How do you define downtime?
Downtime is any period where the Radar control plane returns 5xx errors on documented public endpoints, or in-cluster Radar can't connect via standard means for reasons we control. Ingest delays < 5 minutes don't count. Scheduled maintenance announced ≥48 hours in advance doesn't count. Full definition in the Enterprise MSA.
Is there a separate security-disclosure channel?
Yes — security@skyhook.io goes to a rotating security on-call and skips the regular support queue. Please don't file security issues in public GitHub. We follow responsible-disclosure conventions and acknowledge within 1 business day.

Still stuck? Say hi.

radar@skyhook.io lands in the founders' inbox. If the response-time matrix says you should be waiting and you're not — tell us. We'd rather hear it.

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