> For the complete documentation index, see [llms.txt](https://help.transform.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.transform.ai/support/contact-support.md). # Contact Support Support channels and what to include in a request. ## Overview Support routing depends on issue type and Incidente Level. Use the paths below to reduce back-and-forth and speed resolution. ## Support channels * Email: * System status: ## Response time Non Critical support is monitored during business hours: **Mon–Fri, 9 AM – 5PM. EST.** For Critical Support please contract us at [(646) 248-6537](tel:6462486537) ## Incident Levels Transform will work with Customer and will assign the appropriate severity level to all\ Incidents according to the definitions below. These Incident Levels are assigned to allow prioritization of incoming Incidents. 1. **Critical Level** means an Incident where Customer’s production use of Transform is stopped or so severely impacted that the Customer cannot reasonably continue\ using the platform. It may result in a material and immediate interruption of Customer’s business\ operation that will cause a loss of Customer data and/or restrict availability to such data and/or\ cause significant financial impact. 2. **High Level** means an Incident where one or more important functions\ of the Transform are unavailable with no acceptable Alternative Solution. Customer's\ production use of Transform is continuing but not stopped; however,\ there is a serious impact on the Customer's business operations. 3. **Medium Level** means an Incident where: 1. (a) important Transform features are unavailable but an Alternative Solution is available, or 2. (b) less significant Transform features are unavailable with no reasonable Alternative Solution; Customers experience a minor loss of business operation functionality and/or an impact on implementation resources. 4. **Low Level** means an Incident that has a minimal impact on business operations or basic functionality of the Cloud Service. ## What to include in your request Include these details for faster triage: * **Intent**: action that was attempted * **Scope**: Account, Organization, Project, page * The exact error text (copy/paste if possible) * A screenshot or screen recording (redact sensitive data) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://help.transform.ai/support/contact-support.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.