Support

Railway offers numerous tiers of support for our users. This page will cover the different types of support we offer and how to get in touch with us.

Support Tiers

Plan	Support
Hobby	Community Discord only
Pro	Email: support@railway.app, Community Discord, and Business Class
Enterprise	Custom, Business Class, Email: support@railway.app, and Community Discord

Hobby Plan users

Railway has a Discord server where you can get help from other users.

Pro Plan users

You are eligible for Email Support if you're on a Pro plan and above. Reach out to us via email at support@railway.app for support. We also offer a Business Class add-on for teams and companies requiring dedicated support with SLOs.

When emailing us, please do so from your Railway account's email address. This helps us know who you are upfront, and allows us to prioritize your request better.

Check out How to ask for help on some tips you can follow for a faster and complete response.

Enterprise Plan users

On an Enterprise Plan, we offer custom support with SLA & SLO guarantees. Reach out to us at team@railway.app for more information.

Billing Enquiries

Please email billing@railway.app for any queries related to billing and invoices.

When emailing us, please do so from your Railway account's email address. This helps us know who you are upfront, and allows us to prioritize your request better.

Discord

Railway has a vibrant community of users and developers on Discord. We encourage you to reach out to the community for help with your project. The community is a great place to get help with your project, learn new things, and meet other developers.

Please ensure that you follow these rules in our community:

• Ask questions in the ✋ ｜ help channel
• Search for your issue first before making a thread
• Give as much information as you can (see How to ask for help)
• Refrain from pinging anyone with the Team or Conductor roles in Discord

How to ask for help

When you reach out for help, either over email or Discord, it's important that you help us help you! Please include as much information as you can, including but not limited to:

• Description of the issue you're facing
• IDs (Project ID, Service Name/ID, Deployment ID, etc.)
• Railway environment of your service/deployment
• Error messages and descriptions
• Logs (build and/or deploy)
• Link to GitHub repo/code or template you're using, if applicable

Business Class

For teams and large companies who need dedicated support, we offer Business Class. It's support and success designed for those who need the full attention of Railway. Business Class support is a dedicated support channel with SLOs for your company.

Reach out to us at team@railway.app for more information on how to sign up.

Chat Bridges

For Business Class customers, we offer Direct Support over chat channels. This allows you to have a dedicated channel for your team to communicate with Railway.

• In Discord, we'll create a dedicated channel for you and your team
• In Slack, we'll embed Railway Engineers into one of your workspace's channels
• If you'd like to set this up over other channels (e.g. Microsoft Teams), let us know

Reach out to us at team@railway.app on setting this up.

Business Class SLOs

Severity	Acknowledgement Time
P1 (Outages, Escalations)	One hour - 24/7
P2 (Bugs)	Same Business Day
P3 (Integrations, General Questions)	Two Business Days

Definition of Priorities

Priority	Surface Areas
1	Outages that impact production. This covers the following components: incidents declared on status.railway.app including and especially incidents with end-customer impact (e.g. inability to login to the Dashboard), customer workload-impacting issues due to high load requiring intervention from Railway (e.g. requiring additional resources beyond your current limits).
2	Issues related to Railway features. This covers features offered by Railway, including but not limited to our Dashboard, CLI, and platform-level features such as Deployments, Environments, Private Networking, Volumes.
3	Integration work and general questions related to Railway. This covers customer-related requests involving integrating Railway with other services (e.g. fronting your Railway workload with a DDoS protection service), leveraging tools to use Railway the way you like (e.g. IaC provisioning/Terraform), or questions about Railway features or its platform.

Business Class Response Hours

We offer support during business hours, and prioritize requests from Business Class customers:

• Business hours are Monday through Friday, 9am to 9pm Pacific Time
• Exceptions apply to our business hours during P1 outages where the team will be on-call 24/7
• The team may reply outside of business hours, but we do not guarantee a response outside of business hours

Uptime Calculation

As part of this offering, we agree to provide a monthly summary on the uptime of the components of Railway. Customers are provided an RCA to any outages on the Routing Layer.

Audits

Security audits can be provided by request.