The Fireblocks Support team operates globally across EMEA, US East, US West, and APAC, providing around-the-clock coverage. This article outlines our support request types, service level agreement (SLA) definitions, and guidelines for submitting a request.
Support request types
Use one of the following three forms to contact the Fireblocks Support team. Selecting the right form helps us route your request to the right team and respond within the appropriate SLA.
I have a technical question
For questions about workspace operations—such as performing transactions, linking an exchange account to your workspace, or configuring your API Co-signer—start with our Help Center. If you can't find an answer there, use the technical question form to contact Support.
Note: Technical questions are typically low-priority with little to no business impact. Our SLA for these requests is one business day. If your question has higher urgency or directly impacts your business, use the Business Impact option in the ticket to indicate a higher priority level.
I need help with a task
Some operations require Fireblocks involvement to complete. Use the task form to request assistance with the following:
- Workspace operations: Enabling 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 Owner, moving the workspace Owner's Fireblocks mobile app to a new device, or adding API users to a Cold Wallet workspace
If you have questions about which form to use, reach out to your Customer Success Manager (CSM).
Important:
- You can build your workspace's Policy rules, Anti-Money Laundering (AML) Policies, and Travel Rule Policies independently. If you purchased a Policy management package and need assistance, contact Fireblocks Support.
- Our SLA resolution timeframe begins when our team receives all necessary information.
- Our initial response time for task requests is two business days.
- Most task requests are resolved within three business days. Requests that require more resources—such as owner changes and offline backup kit requests—can take up to five business days.
I have a technical issue
Before submitting a technical issue, check our Help Center's Troubleshooting category to see if your issue is already addressed. If you can't find a resolution, use the technical issue form to contact Fireblocks Support. Select the business impact level that best reflects the severity of your issue.
Business impact levels
The table below defines how Fireblocks classifies business impact levels for technical issues, along with initial response times and target resolution times.
| Technical issues (based on severity) | |||
| Severity level | Description | Initial response | Target resolution* |
| Critical | A problem, issue, or error that substantially impacts the use of the Fireblocks platform, causing loss of data and an inability to transfer assets. This severity level remains in effect until a permanent fix or a working workaround is implemented. | Up to 30 minutes | Up to 6 hours |
| High | A problem, issue, or error where the Fireblocks platform still functions but is significantly degraded, and no procedural workaround has been implemented. | Up to 2 hours | Up to 24 business hours |
| Medium | A partial, non-critical software impairment where the business continues to operate, often using a procedural workaround. | Up to 4 hours | Up to 90 days |
| Low | A documentation error or minor problem that does not significantly affect system performance or functionality. | Up to 1 business day | As available |
| Questions (general usage) | |||
| Initial response: up to 1 business day | |||
| Operational tasks (user, policy, and workspace operations) | |||
| Initial response | Target resolution | ||
| Up to 48 hours | Up to 3 business days (up to 5 business days for owner change and offline backup kit requests), starting from the time all required information and client approval is provided | ||
* Target resolution SLA is exclusive to the Platinum support package.
SLA per support type
| Standard support | Premium support | Platinum support | |
| Coverage hours | 24/7 | 24/7 | 24/7 |
| Support resources | Global support agent | Designated engineer | Designated engineer |
| Escalation path | Frontline > Senior | Fast path to senior | Fast path to senior |
| Online documentation and Help Center | ✔️ | ✔️ | ✔️ |
| Technical Slack channel | Add-on* | ✔️ | ✔️ |
| Weekly cadence | ✔️ | ✔️ | |
| Quarterly reports | ✔️ | ✔️ | |
| Policy management assistance | 20 requests | Unlimited | |
| RCA on demand | ✔️ | ✔️ | |
| 24/7/365 line for urgent escalations | ✔️ | ||
| Dedicated support hours | 80 hours | ||
| Target resolution SLA | ✔️ |
* A technical Slack channel can be included in package deals above a certain size. Speak with your Sales Director or CSM to learn more.
Fireblocks Global Platinum Support
Fireblocks Global Platinum Support is an annual subscription offering that gives you access to a designated support engineer committed to maximizing the value and performance of the Fireblocks platform. It includes 24/7/365 comprehensive support, proactive technical account management, and internal advocacy within the Fireblocks ecosystem.
The offering includes two packages: Premium and Platinum. The Platinum package includes all Premium features, with additional benefits. For more information, see the Fireblocks Global Platinum Support page.
Customer Success Manager support
Your Customer Success Manager (CSM) can assist with the following:
- Onboarding processes
- Workspace setup best practices
- Product roadmap
- Advanced feature adoption
CSM team members are available during typical business hours. Initial response time is up to three business days. Resolution times vary depending on the request. To get in touch, submit a ticket to the CSM team.
Sales operations support
The Fireblocks Sales Operations team can assist with invoice queries and payment confirmation during typical business hours. To get in touch, email the Sales Operations team.
Submitting a support request
To help us resolve your request as quickly as possible, include the following information when you submit a support ticket:
- Select all relevant fields from the dropdown menus in the support request form.
- In the description field, include the steps you've already attempted and clarify the following:
- Is the issue reproducible?
- Does the issue affect only specific users or all users in your workspace?
- Does the issue occur frequently or intermittently?
- Did the issue occur using the API or the Console?
- Workspace name: The name displayed in the top-right corner of your Fireblocks Console.
- User details: The name and email address of any affected users, if applicable.
-
Fireblocks Transaction ID (if applicable): Located in your Transaction History, or by selecting the transaction card in the Recent activity panel of your Fireblocks Console.
- TxHash (if one exists)
- Blockchain Explorer link (if one exists)
- Third-party account name (if applicable): The name and account type of the exchange or fiat connection—for example, Bitfinex main account.