About Fireblocks support
The Fireblocks Support team is globally distributed, operating across EMEA, US East, US West, and APAC, and it provides full coverage around the clock. In this article, we outline our Service Level Agreement (SLA) definitions through the following support request forms.
Support request forms
To contact our Support teams, use one of the following three request forms.
I have a technical question
To learn about workspace operations such as performing transactions, linking an exchange account to your workspace, and configuring your API Co-Signer, visit our Help Center. If the Help Center doesn't answer your question, use the technical question form to contact Support with your question.
Important
Typically, technical questions are low-priority items with little to no business impact, to which our SLA is one business day. If your question has a higher priority or directly impacts your business, use the Business Impact option in the ticket to indicate a higher level of urgency, signaling that we should prioritize its care to the best of our ability.
I need help with a task
There are certain operations whose completion specifically requires our involvement. For example:
- Workspace Operations: Enabling the Fireblocks Gas Station in your workspace, renaming your workspace
- Policy Operations: Assistance with your workspace’s Deposit Control & Confirmation Policy, implementing or updating a Cold Wallet workspace policy
- User Operations: Changing the workspace’s Owner, moving the workspace Owner’s Fireblocks mobile app to a new device, or adding API users to a Cold Wallet workspace
Use the task form to submit your request for assistance with the above operations. If you have any questions, reach out to your Customer Success Manager.
Important
- You can build your workspace's Transaction Authorization Policy (TAP), Anti-Money Laundering (AML) Policies, and Travel Rule Policies. However, if you purchased a Policy management package, contact Fireblocks Support if you need assistance.
- Our SLA resolution timeframe begins when our teams receive all necessary information.
- Our initial response time to all task requests is two business days.
- Most task requests can take up to three business days to complete. However, specific tasks that require more resources have longer resolution times and can take up to five business days.
I have a technical issue
Before submitting a technical issue form, make sure your issue isn't already addressed in our Help Center's Troubleshooting category.
If you can't find a resolution, use the technical issues form to contact Fireblocks Support. Please be sure to choose the appropriate business impact level for your request.
Business impact levels
The table below provides detailed information about how we define business impact levels for technical issues and our initial response times.
| Technical Issue (Based on Severity) | |||
| Severity Level | Description | Initial Response | Target Resolution *exclusive to Platinum support package |
| Critical | Critical impact applies to a problem, issue, or error that substantially impacts the use of the Fireblocks software, causing loss of data and an inability to transfer assets. This error will continue being classified as critical until a sufficient permanent fix or a workaround is implemented and becomes operational. | up to 30 minutes | 6 hours |
| High | High impact applies to a problem, issue, or error where the Fireblocks software still functions, but is significantly degraded, and no procedural workaround has been implemented and is operational. | up to 2 hours | 24 business hours |
| Medium | Medium impact applies to a problem, issue, or error that involves a partial, non-critical software impairment. In such a condition, the business continues to function, often by using a procedural workaround. | up to 4 hours | 90 days |
| Low | Low-impact issues refer to documentation errors or minor problems that do not significantly affect the system's performance or functionality. | up to 1 day | As available |
| Question (applies to general usage questions) | |||
| Initial response up to 24 hours | |||
| Operational Tasks (User, Policy and Workspace operations) | |||
| Initial Response | Target resolution | ||
| up to 48 hours | up to three business days (up to five business days for owner change and offline backup kit requests), starting from the time all required information & client approval is provided | ||
SLA per support type
| Standard support | Premium support | Platinum support | |
| Coverage hours | 24/7 | 24/7 | 24/7 |
| Support resources | Global support agent | Designated TAM | Designated TAM |
| Support coverage | Frontline > Senior | Fast path to senior | Fast path to senior |
| Online documentation and Help Center | ✔️ | ✔️ | ✔️ |
| Technical Slack channel | ✔️ | ✔️ | ✔️ |
| Weekly cadence | ✔️ | ✔️ | |
| Quarterly reports | ✔️ | ✔️ | |
|
Policy management assistance (TAP) |
20 requests | Unlimited | |
| RCA on-demand | ✔️ | ✔️ | |
| 24/7/365 line for urgent escalations | ✔️ | ||
| Dedicated support hours | 80 hours | ||
| Target resolution | ✔️ |
Customer Success Manager support
Customer Success Manager (CSM) support issues include:
- Onboarding processes
- Workspace setup best practices
- Product roadmap
- Advanced feature adoption
CSM team members can help you during typical business hours. Their initial response can take up to three business days. Resolution times are case-dependent and can vary.
Need help? Submit a ticket to the CSM team using this form.
Sales operations support
Sales operations issues include:
- Invoice queries
- Payment confirmation
Fireblocks Sales Operations team members can assist you during typical business hours.
Need help? Send an email to the Sales Operations team.
Fireblocks Global Platinum Support
Fireblocks Global Platinum Support is an annual subscription offering that provides you, as our top client, with access to a designated support engineer committed to maximizing the value and performance of the Fireblocks platform. This includes 24/7/365 comprehensive support and proactive assistance.
The Platinum support engineer will deliver advanced technical account management with extended availability and internal advocacy for the customer within the Fireblocks ecosystem.
The Service will be focused on providing professional, proactive, and personal attention to you, as a Fireblocks platinum support customer. Note that the Global Platinum offering includes two separate packages: the Premium package and the Platinum package. The Platinum package encompasses all the features of the Premium package with additional benefits designed to further enhance your experience and support. For additional information see here.