Help + support

If you need a hand setting up UltiHash, or have any other questions, please send a support ticket to [email protected] - we'll get back to you within one business day. In your ticket, please include your Customer ID, which you can find on your Dashboard. You can also join our Discord community and get help from other users as well as UltiHash community managers.

Support Tiers

UltiHash Team provides support for both Freemium and Premium users. The details of the available support levels for each tier are described below:

Freemium Tier For users of the Freemium tier, support is available via email at [email protected]. While we aim to respond to all inquiries, no specific response times are guaranteed, and support is provided on a best-effort basis. Additionally, community support is available via the UltiHash Discord server, where both users and team members may be present and contribute to resolving questions or issues.

Premium Tier The UltiHash team provides the following level of support for Customers of the Premium tier: Our support team is available Monday through Friday, from 9:00 AM to 5:00 PM CET, via dedicated channels (e.g., Slack or Microsoft Teams) and email. The email address for support requests is: [email protected]. We ensure timely and efficient support for all inquiries related to the Software, including but not limited to technical issues, configuration assistance, and general usage guidance.

Service Level Agreements

The following Service Level Agreement applies to premium customers for the self-hosted product (incl. AWS Marketplace customers): https://www.ultihash.io/premium-sla