How do I contact Rutter Support and what are your SLAs?

Last updated: April 2, 2025

There are currently 3 ways to create support tickets:

Customer portal https://portal.usepylon.com/rutter to make tickets,
Make a thread on our shared slack channel and react to it with the ticket (🎫) emoji or tag @RutterSupport
Email support@rutterapi.com

For tickets made on the customer portal or slack, you may select a priority level for your ticket. At Rutter, we categorize support issues based on their priority to ensure efficient and timely resolutions. Please use the table below to help determine the severity of your issue and see the SLAs attached to each level.

Severity Level	Priority	Examples	First Reply Time	Next Reply Time
SEV-0 – Critical Application Incident with High Business Impact	Urgent	- Server is unavailable or most API requests fail - A majority of connections do not work or sync data - All connections for a specific platform do not work - Rutter Link fails for a majority of end users trying to connect to a platform	1 hour	24 hours
SEV-1 – Major Application Incident with Significant Business Impact	High	- A significant amount of API requests fail - A single connection does not work or sync data for an end user - Rutter Link fails for a single end user trying to connect to a platform - Rutter data is malformed or missing in an API response - A significant amount of webhooks are not being sent	3 hours	24 hours
SEV-2 – Minor Application Incident with Low Business Impact	Normal	- A single API request failed - A single webhook was not sent - UX issues with the Rutter Dashboard - Specific Rutter issues or questions	24 hours	24 hours
SEV-3 – Issue or Question with Limited Business Impact	Low	- General Rutter questions not found in the Docs	48 hours	48 hours