Vercel Inc. ("Vercel", "we", "us" and/or "our") provides support for our cloud platform (“Services”) to our customers ("Customers", "you") based on their selected plan level. These Support Terms describe how we provide support and our commitments to our Customers. We provide updates regarding any status changes in our Services via our status page and the @vercel_status twitter feed. These sources provide information and you should check these sources first before seeking support.Capitalized terms used in these Support Terms but not defined here will have the meanings given to them in our Terms of Service or the Enterprise Terms and Conditions associated with an Order Form, as applicable.
How we support youAll our Customers have access to our Community Support Forum. This is the preferred forum for questions regarding best practices, code debugging, or implementation, and all discussions in the forum serve as a shared resource to help other users. Our customer success team actively monitors questions and discussions in the forum.Additionally, all Customers may request support directly from our customer success team by submitting a request online. Our team aims to respond to all requests in a timely manner; however, we only commit to respond to Customers with an Enterprise subscription, using the target response time guidelines and escalation levels described below.
Required best practices
Network configurationOur Edge Network works best when it is used directly without firewalls, proxies, or other CDNs in front of it. Your sites must have DNS configured as described in our documentation. We may require you to reconfigure your sites and DNS per our recommendations before we can assist with any performance or reliability issues.
Static generationWe strongly encourage static generation techniques be employed wherever possible, and our documentation describes best practices for static generation in the development frameworks supported by our platform. Our customer success team may be limited in the support they can provide for performance issues related to server-rendered content.
Engagement with customer successYou must manage support services for your own end users. If, after reasonable commercial efforts, you are unable to diagnose or resolve problems or issues in your use of our Services, you may submit a support request to our customer success team. All support requests made to our customer success team must be made by the owner of an active account. While we endeavor to provide consistency during the resolution of support requests, the member of our customer success team handling a request may be changed at any time.You must provide our team with the necessary information and/or access required (e.g. log files, copies of site content, access to databases, etc.) so we can verify that observed issues originate in our Services and to provide support. Required information and access for common requests are described below.Regardless of the channel used to provide support, you must communicate with support in a professional and respectful manner. We do not tolerate communications that are objectionable (as determined in Vercel’s sole discretion) in any manner, including, as examples only, any communications that are abusive or that use profane language. Vercel reserves the right to cease providing support if you engage in any such objectionable communications.Requests for support can be submitted using the support form in your account (login required).
Requesting support for build and runtime issuesSupport can be provided for build and runtime errors only where the following criteria are met:
If any of the above criteria are not met, we may be unable to provide support for the project and will likely recommend debugging the application locally or reviewing the build errors during deployment for further information.When requesting support for build and runtime issues, please include the following:
- The project builds locally without errors present.
- The project runs locally without errors present.
- No errors are present in the build logs during deployment.
- A link to the source code or a minimal reproduction.
- A description of what you have tried to resolve this issue.
- If relevant, any changes made since your last successful deployment.
Requesting support for domain registrationsAll domain purchases and renewals are final and cannot be refunded once processed. If a domain renewal is missed due to non-payment, recovery of the expired domain, where possible, may incur an $80 USD charge in addition to the minimum 1-year renewal fee. Domain renewal prices are not guaranteed to be the same as the initial purchase price.For domain transfers, the domain must have been registered with Vercel for 60 days or more prior to the authorization code being requested. This is an ICANN rule and no exemptions are possible. Once the authorization code has been used, it can take up to 10 days for the domain transfer to be completed.
Requesting support for billing issuesIf you believe your invoice or billing receipt is incorrect, we strongly encourage you to contact our customer success team rather than filing a dispute with your card provider. Should a payment dispute be filed before getting in touch with us, we are limited in terms of the action we can take to resolve the matter. Once a dispute has been made, the account associated with it and all deployments under it may be suspended until it has been resolved.Requests for billing amendments must be made within 6 months of the invoice or billing receipt being received. We reserve the right to decline any requests for billing alteration made beyond 6 months after receiving the invoice or billing receipt.
Severity definitionsA severity level is assigned to all support requests upon creation. The severity assignment will be selected by a member of our customer success team based on the technical and business impact of the issue as described below. We may set, upgrade and downgrade the severity level of support requests in our sole discretion, based on developments during the ticket flow process. For example, if available, a temporary resolution may be provided to mitigate the material impact of a given problem, resulting in the reduction of the severity of a ticket. Severity levels will also be adjusted downward as your technical issue is mitigated or if you, the Customer, do not assist or provide us with needed information.
Severity 1A severity 1 issue is reserved for the most critical cases and will be prioritized. In nearly all cases this type of issue relates to a production deployment. Examples of this type of issue include, but are not limited to, the following:
- A production deployment is inaccessible for users.
- A production deployment cannot be updated.
- A production deployment is subject to a security issue.
Severity 2A severity 2 issue is assigned to problems that prevent regular platform usage and are not impacting a production deployment. Examples of this type of issue include, but are not limited to, the following:
- A Git integration is not generating Preview Deployments for a project.
- Preview deployments are taking longer than normal to build.
- An Enterprise feature is not working as indicated in the documentation.
Severity 3A severity 3 issue is used when the problem is not impacting the ability to make deployments or when the root cause is likely to be found within either the user’s code or an external library. Examples of this type of issue include, but are not limited to, the following:
- A Vercel integration is not working as indicated in the documentation.
- Difficulty in verifying a domain for usage on the Vercel platform.
- An external library is not building correctly.
Severity 4A severity 4 request is a request for information, an enhancement, or documentation clarification regarding our Services but where there is no negative impact on use of the Services.
Target response time guidelines for Enterprise subscriptionsThe table below outlines our target response time guidelines for our various support tiers. Our target response times are the time for which we aim to have our customer success team first contact you to understand more about the issue that you have contacted us about. Your support tier is indicated on the order form for your Enterprise subscription.
* Local business hours are 8:00am to 6:00pm, Monday through Friday, for customers in time zones GMT+1 through GMT-7, excluding Vercel observed holidays.
< 30 mins
< 1 hour
< 4 business hours*
< 2 hours
< 4 business hours*
< 8 business hours*
< 8 hours
< 8 business hours*
< 16 business hours*
< 8 business hours*
< 8 business hours*
< 16 business hours*
Response and escalation guidelinesYou are expected to manage "First Line Support" services for your own end users. If, after reasonable commercial efforts, you are unable to diagnose or resolve problems or issues in your use of our Services, you may submit a support request to our customer success team. All support requests begin at service level 1 and will be escalated at the sole determination of our customer success team. You must provide our team with the necessary information and/or access required (e.g. log files, copies of site content, access to databases, etc.) so we can verify that observed issues originate in our Services and provide support.
Level 1Our customer success team receives information on an issue and analyzes the symptoms. They will engage in appropriate troubleshooting practices and propose solutions or further investigative actions accordingly.
Level 2At this level, resources and measures not prescribed in Level 1 will be utilized. An analysis approach will be proposed, and our customer success engineers will conduct advanced troubleshooting and analysis in collaboration with assigned customer resources. Investigative actions will be prioritized and managed in order to best uncover and remedy the issue. As described above, the Customer must provide us with access to systems and materials (log files, etc.) as required to diagnose and reproduce the issue.
Level 3The most critical or complex issues are addressed at this level. All information and actions taken in Level 1 and Level 2 are shared with Vercel's infrastructure and product engineering teams, who engage in further research and analysis, then propose solutions to be implemented along with detailed estimates for delivery.
Last update: April 21st, 2020