How do I get help?
Enterprise customers receive a dedicated support channel in the platform and off-platform. For general help, use Support & feedback or email hello@hercules.app. Check Hercules Status for service incidents.What happens if my published app is down?
Production app outages are urgent. The Support Policy sets these enterprise commitments for published apps and Agents. Historically, published apps have only had partial outages.What happens if the Hercules platform is down?
Business hours are 9 a.m. to 6 p.m. Pacific Time, Monday through Friday, excluding U.S. federal holidays, unless your agreement specifies otherwise. Restoration times are targets, not guaranteed resolution deadlines.
Can I get support with building my app?
Yes. Hercules Enterprise offers additional technical support when you choose to build your application yourself but then need an additional helping hand. You can also use our Professional Services for implementation, migration, and architecture reviews.Additional FAQ
Does support include an uptime guarantee?
Does support include an uptime guarantee?
Uptime commitments are separate and apply only where the Service Level
Agreement is included. See Uptime,
Reliability & SLAs.
Where are the full support terms?
Where are the full support terms?
Read our Support Policy. Your signed enterprise
agreement may specify additional arrangements.