Support
Support service level statement
This page tells you when we answer support requests, how fast we reply, and how we report the state of the service. It applies to the Wavelength web app, the Chrome side panel, the AI connector, and the Wavelength apps for Jira, Confluence, Zoom, Microsoft Teams, and other marketplaces.
Last updated: October 13, 2026
Support hours
- Monday to Friday, 9:00 AM to 5:00 PM US Central Time (America/Chicago).
- We do not count US federal holidays as business days.
- You can send a request at any time. We start the response time in the next support hour.
How to contact support
- Email. Send your request to support@wavelengthflow.com. This is the main support channel for every plan and every marketplace app.
- Contact page. The contact page tells you what to put in your email so we can find the cause faster.
- Security reports. Report a vulnerability through the security page. We reply within 2 business days.
First response targets
A first response is a reply from a person who works on Wavelength. It is not an automatic reply. We set the severity from the effect on your work.
| Severity | Example | First response target | Updates |
|---|---|---|---|
| 1. Critical | You cannot sign in, the app does not load, or saved flows do not open. | 4 business hours | Each business day until the service works again |
| 2. High | A main feature does not work and there is no workaround. For example, the AI does not build flows, or a send to Jira, Confluence, or a CRM fails. | 1 business day | Every 2 business days |
| 3. Normal | A bug with a workaround, a question about a feature, or a request about billing or your account. | 2 business days | When there is new information |
| 4. Request | A feature request or an idea for a new integration. | 5 business days | When we plan or ship the change |
Response targets are goals, not guarantees. We do not give service credits.
Service status and availability
- We check each Wavelength service every 5 minutes. The status page shows the current state and the uptime for the last 90 days.
- Our target is 99.9% monthly availability for the web app and the flow storage API. We do not give an uptime guarantee or service credits.
- We plan maintenance so that it does not stop the service. If planned work can stop the service, we tell you before it starts.
- If an incident affects your data, we tell you as our Data Processing Agreement states.
Marketplace apps
- Wavelength builds and supports its own apps on the Atlassian Marketplace, the Zoom App Marketplace, Microsoft AppSource, Zapier, Make, n8n, and the AI connector directories.
- Send app questions to support@wavelengthflow.com. The same hours and targets apply.
- For a problem in Jira, Confluence, Zoom, or Teams itself, contact the vendor of that product. We help you find the cause when the problem is between the product and Wavelength.
Security details are in the Trust Center.