> For the complete documentation index, see [llms.txt](https://docs.airops.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.airops.com/getting-started/airops-support.md).
# AirOps Support
### Support Plans
#### General Support
General Support is available to all AirOps customers and is the best starting point for most questions. You can reach the team through email or in app chat, where you can get help with account questions, troubleshooting, and billing questions, etc. This is right path when you need a reliable answer but aren't continuously working against a tight deadline.
#### Premium Support
AirOps offers Premium Support as an add-on to your software plan. Premium Support is designed for faster, higher-touch help and includes the following features:
* Access to a dedicated slack channel for your team in the AirOps workspace with direct access to the Support team.
* A faster response time for all active channels and additional prioritization if the issue needs to be escalated to the engineering team.
* Training session for your team, scoped to your business processes, use cases, and builder maturity.
* A quarterly product usage report on adoption, usage, support themes and recommended next actions to better leverage the AirOps platform.
### Support Channels
AirOps offers four channels to reach the team, depending on your plan and on how quickly you need an answer with what you're working on: live chat inside the app, email, and the AirOps Builders Slack community and AirOps Slack (Premium Support only).
#### Live chat in the AirOps platform
The fastest way to reach support is through the live chat widget built directly into the AirOps app. To access this chat you'll need to click on "More" on the bottom-left corner of the app at [app.airops.com](https://app.airops.com/) and then click on '💬 **Live Chat**'.
* Our average initial response time for live chat is 10 minutes, so this channel is best for high urgency cases when you need immediate assistance.
#### Email
Our team can also be reached at . This email address can be used for support questions, technical issues, or general inquiries about your account. This is also the right address to use if you need to report something related to security or compliance.
* Email is a good option when you don't need an immediate reply, or when your question involves details that are easier to lay out in writing (screenshots, logs, multiple workflow IDs, etc.).
* Emails to this address are routed the same way as live chat conversations, so you'll get the same quality of support
* If your question touches on a security or compliance matter, using this email directly (rather than live chat) ensures it's routed appropriately from the start.
#### AirOps Builders Slack community
The AirOps Builders Slack is a community workspace for people building on AirOps to connect with each other and with the AirOps team.
* This is best suited for builders who want to go deeper on use cases, share what they're building, ask "how would you approach this" style questions, and learn from other AirOps users. This channel is not to be used for account-specific or urgent support issues.
* Because it's a shared community space, treat it as a place for broader product discussion rather than a substitute for live chat or email when something in your account is broken or urgent.
#### AirOps Slack
For Premium Support customers, they have access to a dedicated slack channel with the AirOps team. This channel gives you closer access to the AirOps team, the ability to have product suggestions and feedback shared more quickly to the internal team, and a space to organize and collaborate your internal team with the AirOps Support team.
### Support FAQs
#### What are AirOps' support hours?
AirOps support is available 24/7 via both our dedciated team and our AirOps Support Agent. Outside of our staffed business hours, 7am to 5pm EST, our AirOps Support Agent will triage and help with all inquiries.
#### Is there any way to prioritize my support request?
If you contact support outside of 7am to 5pm EST, whether through live chat, email, or the Builders Slack, your message is still received. It will be triaged by our internal AirOps Support Agent and if the issue is unable to be resolved it will be escalated and answered as soon as the team is back online.
#### How do I join the AirOps Builders Community?
Interested in learning how to use AirOps to build your use cases? Join our [AirOps Builders Slack channel](https://join.slack.com/t/airopsbuilders/shared_invite/zt-26pxgdmvk-dyn3pCdJ4E5YGv1zVRkh2Q) to connect with us further!
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