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The Doohick support team is here to help you resolve issues quickly and get the most out of the platform. This page covers every available support channel, what to include when you reach out, and the response times you can expect based on your plan.

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Support channels

Email Support

Send a detailed message to support@doohick.com. The team responds within 1 business day on Starter, faster on higher plans — see response times below.

Live Chat

Start a chat directly from the Help button inside your Doohick dashboard. Live chat agents are available Monday – Friday, 9 am – 6 pm UTC. Outside those hours, leave a message and the team follows up by email.

Help Center & FAQ

Browse the FAQ and common issues pages for instant answers to the most frequently asked questions — no ticket required.

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Enterprise support

Enterprise plan customers receive a dedicated support experience designed for production-critical workloads:
  • Dedicated support engineer — a named engineer who knows your account and configuration.
  • 4-hour response SLA for standard issues, with a 1-hour SLA for critical incidents.
  • Phone support — call your dedicated engineer directly during business hours.
  • Onboarding assistance — guided setup, SSO configuration, and API integration reviews.
Contact your account manager or email enterprise@doohick.com to learn more about Enterprise support options.
If you are on an Enterprise plan and experiencing a critical production incident — such as a complete service outage or data-access failure — call your dedicated support engineer directly rather than opening a ticket. Phone escalations bypass the standard queue and receive immediate attention.

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What to include in your support request

Providing the right information upfront helps the team diagnose and resolve your issue without back-and-forth delays. Include the following in every support request:
  • Account email — the email address associated with your Doohick account.
  • Workspace ID — find this at Settings → General → Workspace ID.
  • Steps to reproduce — a numbered list of exactly what you did before the issue occurred.
  • Error messages — the full text of any error messages, including error codes if present.
  • Screenshots or screen recordings — visual context speeds up diagnosis significantly.
  • Expected vs. actual behavior — describe what you expected to happen and what happened instead.

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Response times

Response times vary by plan. Live chat and phone support are only available on the plans indicated below.
Response times are measured during business hours (Monday – Friday, 9 am – 6 pm UTC) and exclude public holidays. Enterprise SLAs apply around the clock for critical incidents.

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Community and resources

Connect with other Doohick users and stay informed with these self-service resources:
  • Community forum — ask questions, share tips, and browse solutions from the Doohick user community at community.doohick.com.
  • Status page — check real-time service health and subscribe to incident updates at status.doohick.com.
  • Changelog — review the latest product updates, new features, and bug fixes at doohick.com/changelog.
Before opening a support ticket, check the status page to see whether a known incident might already explain the issue you are experiencing.