> ## Documentation Index
> Fetch the complete documentation index at: https://hercules.app/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Get enterprise support for Hercules and published apps, with clear outage response commitments, restoration targets, escalation channels, and support hours.

Hercules Enterprise support includes a designated representative and response commitments. Full outages receive 24/7 handling. Partial outages are handled during business hours.

<div className="screenshot candy">
  <img src="https://mintcdn.com/zeus-0f6dadbf/wp6ksYL0DUcsp7gM/images/support/support-and-feedback.png?fit=max&auto=format&n=wp6ksYL0DUcsp7gM&q=85&s=2ed17d38399a2d8dffc6ce0c7fbdd4b5" alt="Support and feedback in the Hercules sidebar" style={{ maxWidth: "250px" }} width="380" height="368" data-path="images/support/support-and-feedback.png" />
</div>

### 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](mailto:hello@hercules.app). Check [Hercules Status](https://status.hercules.app) for service incidents.

### What happens if my published app is down?

Production app outages are urgent. The [Support Policy](https://hercules.app/legal/support-policy) sets these enterprise commitments for published apps and Agents. Historically, published apps have only had partial outages.

| Incident | Initial response | Restoration target | Updates |
| - | - | - | - |
| Fully down | 1 hour | 8 hours | Every 2 hours |
| Partially unavailable | 2 business hours | 1 business day | Every 4 business hours |

### What happens if the Hercules platform is down?

| Incident | Initial response | Restoration target | Updates |
| - | - | - | - |
| Fully down | 1 hour | 8 hours | Every 2 hours |
| Partially unavailable | 4 business hours | 2 business days | Daily |

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](/docs/enterprise/professional-services) for implementation, migration, and architecture reviews.

### Additional FAQ

<AccordionGroup>
  <Accordion title="Does support include an uptime guarantee?">
    Uptime commitments are separate and apply only where the [Service Level
    Agreement](https://hercules.app/legal/service-level-agreement) is included. See [Uptime,
    Reliability & SLAs](/docs/enterprise/uptime-reliability-sla).
  </Accordion>

  <Accordion title="Where are the full support terms?">
    Read our [Support Policy](https://hercules.app/legal/support-policy). Your signed enterprise
    agreement may specify additional arrangements.
  </Accordion>
</AccordionGroup>


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