Getting help with Upwarden
Upwarden's job is to stop things. So the most important promise we make isn't a response time on a feature question — it's that if we block a build we shouldn't have, we fix it, on every tier.
Blocked and you think we're wrong? Email support@upwarden.io with Blocked build in the subject. This is treated as our highest severity on every plan, including Free — a firewall you can't appeal is a firewall people route around. We caused the block; your plan doesn't enter into it.
What to include
The more of this you can paste, the faster it moves — but send it even if you only have the first line:
- The package and version that was blocked (e.g.
left-pad@1.3.0). - Your organisation slug — it's in the dashboard URL,
/orgs/<slug>. - The audit row for the blocked request, if you can reach the dashboard — it carries the reason we blocked and the run it came from.
- Whether this is blocking a release right now. Say so; it changes how we queue it.
If it turns out the block was correct, you'll get an explanation of what we found rather than a policy quotation.
What each plan includes
Below Enterprise, these are targets we intend to beat, published as targets. They aren't contractual and carry no credits. We'd rather state a number we hit than an SLA we miss — and tighten it once the data says we can.
| Free | Team | Org | Enterprise | |
|---|---|---|---|---|
| Documentation & guides | ✓ | ✓ | ✓ | ✓ |
| Security vulnerability reporting | ✓ | ✓ | ✓ | ✓ |
| Wrongly-blocked build | ✓ | ✓ | ✓ | ✓ |
| Email support | Best-effort | Standard | Priority | Priority |
| First-response target | — | 2 business days | 1 business day | Contractual, by severity |
| Self-serve allow-listing | — | ✓ | ✓ | ✓ |
| Guided setup & migration | — | — | ✓ | ✓ |
| Named contact | — | — | — | ✓ |
| Shared channel (Slack Connect / Teams) | — | — | ✓ | ✓ |
| Uptime SLA & service credits | — | — | — | ✓ |
Support hours: Monday–Friday, 09:00–17:00 UK time, excluding UK public holidays. Enterprise severity 1 is covered 24/7 under contract. Plans and prices are on the pricing page.
How we rank what comes in
These definitions are contractual at Enterprise. On every other tier they're still how we decide what to pick up first.
S1 — Blocked
Installs are being blocked that shouldn't be, or the proxy is unavailable. Work has stopped. Enterprise: 2 hours, 24/7.
S2 — Degraded
Something is wrong, but there's a workaround and builds are still moving. Enterprise: 4 business hours.
S3 / S4 — Questions
How-to, configuration, or making sense of a verdict (S3). Feature and roadmap requests (S4). Enterprise: 1 business day / best-effort.
S1 is defined by your impact, not our uptime. If we blocked a good package, that's an S1 even when every dashboard we own is green.
Where to send what
Support
Anything about your workspace, a block, a configuration question, or billing.
Security
A vulnerability in Upwarden itself. Handled on every tier, including Free — responsible disclosure is never gated behind a plan.
Sales & evaluation
Rolling out to a team, comparing tiers, or scoping an Enterprise contract.
Before you write: status.upwarden.io shows current service health, and the documentation covers setup, policy and the audit log.
If you run Upwarden yourself
The tiers above apply to self-hosted deployments too — support covers the product, not the infrastructure you run it on. We'll help you read a verdict, tune a policy, or work out why a package was blocked. We can't reach into your cluster, and by design we can't see anything: a self-hosted deployment sends us no telemetry, so you'll need to bring the relevant log lines and audit rows with you.
That trade is the point of self-hosting. If you'd rather we could see it, Upwarden Cloud is the same product with us operating it.
Write to us — a person reads it
We're a small team, which cuts both ways: no ticket-deflection maze, and no 24-hour follow-the-sun desk either. You'll get an answer from someone who works on the product.
Found a security issue? Report it responsibly to security@upwarden.io.