Mattermost Support

Mattermost offers a variety of support options for customers and community members alike. Please see the links to the right for quick access to resources.

We invite open source contributors to join the Mattermost Community collaboration server at community.mattermost.com to connect with our community of over 12,000 developers, contributors, and Mattermost staff. We have many channels to connect you with your peers to assist you with everything from getting set up to contributing to the code base. Learn more on our community page.

Community support for Mattermost Free is available on the peer-to-peer forums. Organizations using Mattermost Free to evaluate a future purchase of Mattermost Enterprise can contact sales to apply for early access to commercial support as part of the evaluation process.

Paid subscription plans include support from the Mattermost customer support team, as well as several optional support packages.

Mattermost Professional includes business hours support (9am to 5pm local time as it relates to the requester’s location) with next business day response time via email and the Mattermost online ticketing system.
Mattermost Enterprise and Enterprise Advanced includes 24×7 support via email and online tickets with a four hour response target.

What’s included:

Communication with IT administrators deploying and managing Mattermost
Installation and upgrade assistance
Configuration and implementation guidance
Identifying, creating, and tracking appropriate bug reports

Optional Support Upgrades

The following support offerings are available for an additional cost and may be purchased alongside eligible Mattermost subscription plans.

Premier Support

Premier Support is an optional, paid upgrade for Enterprise customers who require mission-critical incident response and accelerated initial response targets.

Premier Support includes:

Enhanced SLAs: Initial response targets of one (1) hour for Priority 1 incidents and two (2) hours for Priority 2 incidents. Response targets for all priority levels are defined in the Support Terms.
Real-time collaboration with Mattermost Support: Direct engagement with Mattermost Support through dedicated Mattermost channel, phone or audio conference and screen-sharing sessions to isolate, identify, and troubleshoot critical issues.
Non-production licensing: Licensing for up to four (4) standalone non-production environments, such as test or staging systems.
US-based support (optional): US-based support coverage is available for an additional cost.

For full details, including priority definitions and response targets, please review the Support Terms.

Technical Account Management (TAM) Services

Technical Account Management (TAM) Services are an optional, paid offering that provide a proactive, strategic technical partnership for organizations operating Mattermost in high-impact or evolving environments. TAM Services are a strong complement to Premier Support, helping customers reduce risk, improve reliability, and align their Mattermost deployment with long-term objectives.

Key benefits include:

Faster time-to-value and stronger adoption: Ongoing guidance from a dedicated technical contact, plus best-practice enablement to help teams use Mattermost effectively at scale.
Higher reliability with reduced operational risk: Regular reviews that surface trends, risks, and recommendations to continuously improve your deployment..
Greater confidence in upgrades and platform changes: Advance guidance and planning support for releases and upgrades to minimize disruption and downtime.
A trusted technical partner invested in your long-term success: Strategic alignment across architecture, roadmap, and evolving requirements, with coordinated escalation support when critical issues arise.

Learn more about Technical Account Management Services