Support

Welcome to Ascend support! Here, you'll find the processes for requesting support as well as links to our detailed pages on service-level agreements (SLAs).

Security and compliance

For how Ascend handles Customer Data when using Otto and AI features (providers, retention, BYOK, subprocessors), see Ascend AI trust & safety.

Contact support

Reach out to support via Slack or email. Refer to our Severity definitions and support packages as needed.

Slack

Join the Ascend Community Slack to ask questions in the #help channel and connect with Ascend developers.

If you're a Business or Enterprise customer with a dedicated Slack channel (i.e. #ascend-<your_org>), you can raise a support ticket by messaging that channel. Dedicated Slack channels are included with Business and Enterprise support packages - contact support@ascend.io to learn more about upgrading your support package.

Email

You can also reach the support team directly at support@ascend.io.

Request checklist

Help us help you faster. When you reach out, please follow these guidelines:

• Choose the right severity: Review our severity definitions so we can prioritize appropriately.
• What happened: Brief description of the problem, including what you expected vs. what occurred.
• Full error text: Copy/paste exact messages and include relevant run/task IDs if applicable.
• Scope and impact: Which Flows/Components are affected, how many, and which Environment(s).
• Reproduction steps: Clear, step-by-step instructions to reproduce the issue.
• Evidence: Screenshots and/or relevant log snippets.
• Links: Direct URLs to the affected Components/Flows/Connections when applicable.
• Timing: When the issue started and whether it is intermittent or consistent.

Thank you for helping us resolve issues quickly and effectively.