Find the right support channel for your issue, understand response SLAs by plan, use the in-app Help widget effectively, and escalate urgent production incidents.
Self-service help resources
Before contacting support, check the self-service resources — most questions are answered there within minutes. The Cotonity Help Center at help.cotonity.com contains over 500 articles organized by topic, and the search bar indexes article titles and full content. The Community Forum at community.cotonity.com is a peer forum where users and Cotonity staff answer questions; it is especially useful for workflow design questions and integration tips. The in-app AI Help widget (click the "?" icon in the bottom-right corner of any page) answers questions about Cotonity using the latest documentation and can also search the Community Forum on your behalf.
Submitting a support ticket
If self-service resources do not resolve your issue, submit a support ticket from Settings → Help → Contact Support, or by clicking "New Ticket" in the in-app Help widget. Write a clear subject line describing the problem, attach relevant screenshots or log export files, and include the agent ID or workflow ID affected (visible in the URL when viewing that agent or workflow). This context lets the support team investigate immediately without follow-up questions. After submission, you receive an automated confirmation email with a ticket number that you can use to track status at support.cotonity.com.
Response SLAs by plan
Support response times vary by plan. Free plan users receive community support only — questions posted to the Community Forum are answered by other users and Cotonity staff on a best-effort basis, typically within 48 hours. Pro plan users receive email support with a first-response SLA of 8 business hours. Business plan users receive email support with a 4-business-hour first response and access to live chat during business hours (9 AM–6 PM ET, Monday–Friday). Enterprise plan customers have a dedicated Customer Success Manager, a 1-hour SLA for P1 incidents, and access to an emergency phone line for production outages.
Escalating a production incident
If you are on a Business or Enterprise plan and are experiencing a production outage — all agents failing, all workflows halted, or a security incident — escalate immediately rather than waiting for the standard support queue. Business plan users: open a ticket with the subject line "[P1] <brief description>" and the ticket will be auto-routed to on-call engineers. Enterprise plan users: call the emergency support line listed in your onboarding welcome email or in Settings → Help → Emergency Contact. Include in your escalation the number of affected agents, the first failure timestamp, and any error messages from the Activity Log so engineers can begin diagnosing before they call you back.