This guide outlines how to best engage with LinearB Support to ensure your technical issues are resolved quickly and accurately. Following these guidelines allows our team to maintain the high technical standards and deep-dive investigations necessary for a platform of this complexity.
Points of Engagement
To help us properly handle your support requests, please review the following:
Portal First: Customers are encouraged to log into the support portal prior to opening a new ticket. This ensures the request is immediately associated with your organization’s support plan.
Individual Accounts Only: Please submit tickets under an individual’s work email to ensure clear communication and security.
Visibility & Tracking: You can track your existing requests—and, if configured, the requests of others in your organization—directly within the portal. While email can be used, the portal is the preferred point of engagement for the most streamlined experience.
Support Ticket Status & Reminders
To keep our active queue focused on your most urgent issues, we follow an "Active Investigation" policy:
Pending Status: If our team requests additional information (logs, screenshots, or code examples), the ticket status moves to Pending.
The "Pause" Rule: While a ticket is in Pending status, the official Response SLA is tolled (paused) until the requested information is provided through the Zendesk ticket.
Automated Resolution: If we do not hear from you, automated reminders are sent after 2 and 4business days. To prevent stale tickets from cluttering the queue, tickets are automatically solved after 4 business days of inactivity.
Reopening: If you still need assistance for the same issue after it has been solved, simply reply to the email to continue the conversation and the investigation will resume.
Submitting Requests: The "Minimum Detail" Standard
Accurate triage and permanent fixes (rather than band-aids) depend on the quality of information provided at submission. Please include:
The Problem Statement: A clear description of expected vs. observed behavior.
Affected Identifiers: Specific URLs, Pull Request/Merge Request links, or Project Management (Jira/ADO) ticket IDs.
Technical Evidence: Screenshots, browser console output (for UI issues), or relevant log outputs.
Environment Context: Relevant configuration (redacting sensitive data) and the specific platform (e.g., Bitbucket Cloud, GitHub Enterprise).
Response SLAs & Severity Levels
All response and update targets are measured during LinearB’s standard hours: 9:00 a.m. – 5:00 p.m. EST, Monday–Friday, excluding LinearB holidays).
SLA by Severity & Plan
First response and update frequency targets are measured during standard business hours (9am–5pm ET, Mon–Fri, excluding LinearB holidays). Time outside these hours does not count toward response time targets.
| SEVERITY | DEFINITION & EXAMPLES | RESPONSE SLA | ESSENTIALS (9am–5pm EST) | ENTERPRISE (9am–5pm EST) |
|---|---|---|---|---|
| Severity 1: Urgent | Business-critical operations completely halted, no workaround — e.g., platform outage, org-wide login issues, dashboards inaccessible. | FIRST RESPONSE | 4 business hours | 3 business hours |
| UPDATE FREQUENCY | 1 business day | 1 business day | ||
| Severity 2: High | Features broken or data incorrect for large subset of users, potentially without a workaround — e.g., metrics wrong, git/PM data not loading. | FIRST RESPONSE | 5 business hours | 4 business hours |
| UPDATE FREQUENCY | 2 business days | 2 business days | ||
| Severity 3: Normal | Limited impact, workaround typically available — e.g., exclusion issues, single user issues, WorkerB issues. | FIRST RESPONSE | 8 business hours | 6 business hours |
| UPDATE FREQUENCY | 3 business days | 3 business days | ||
| Severity 4: Low | Little to no significant impact — e.g., "how-to" inquiries, minor UI issues, feature requests. | FIRST RESPONSE | 1 business day | 8 business hours |
| UPDATE FREQUENCY | 5 business days | 5 business days |
Who Owns Your Ticket?
LinearB Support: The Support team is the sole owner of break/fix triage and resolution. They handle the deep-dive investigations and coordination with Engineering.
CSA & CSM Scope: Your Customer Solutions Architect (CSA) and Customer Success Manager (CSM) are not responsible for the daily tracking or triage of support tickets. While they may reference high-priority items during weekly syncs, day-to-day ownership remains exclusively with the Support team.
Security: For security-related concerns (e.g., secret exposure), submit a portal ticket and CC security@linearb.io for a 24-hour response target.