Skip to content

Support#

This page covers support channels for admins of private BSR instances on the Pro, Enterprise, and on-prem tiers. Each tier maps to a different mix of the channels below.

Support channels#

Support portal
https://support.buf.build. Primary channel for all questions and non-emergency tickets. Available to all three tiers.
Shared Slack channel
Available for Enterprise and on-prem customers. Ask your Buf representative to set one up.
On-call engineers
oncall@buf.build. Use this for an active critical incident on your private BSR instance when you haven’t already heard from Buf. Use the support portal for everything that isn’t an active incident.
Status page
bufstatus.com. Buf publishes ongoing incidents and maintenance windows here; check it before opening a new ticket about an instance-wide outage.

Report an incident#

A critical incident is an active production-impacting issue on your private BSR instance: an outage, broken push or pull, or comparable disruption. For anything that isn’t currently disrupting production, use the support portal.

When you report an incident, include:

  • the instance hostname,
  • the affected time window,
  • the failing command, page, or RPC,
  • the exact error message,
  • any request IDs or relevant logs you have.

SLAs#

SLA response times and coverage hours are specific to your customer agreement; refer to that agreement for the exact terms.

Identify your tier#

If you aren’t sure which tier (Pro, Enterprise, or on-prem) applies to your instance, see the tier breakdown at buf.build/pricing.