Support options
Encountering an issue with Tailscale? We're here and ready to help!
If you use an AI agent to manage your email, be aware that Tailscale support tickets are handled by human support engineers. AI agents are generally unable to complete the tasks required during a support interaction. If an AI agent replies to a support ticket, we reserve the right to close the ticket until a human associated with the original ticket takes over.
Immediate Assistance
Day or night, browse or search our documentation to find the fastest answers. Enter a term or browse by topic. We most likely have a topic for you.
Email Support
We offer email support in English for all customers between 9am-6pm Eastern Time, Monday through Friday.
You can submit a ticket through the support form while logged in to your account in the browser. You can find the form by either selecting Support in the upper right-hand corner of the Tailscale admin console or by going directly to https://tailscale.com/contact/support.
If you don't receive an email response from us, be sure to check your spam and junk folders.
Support Packages
All plans include Standard support: best-effort help during business hours, without a contractual first-response Service Level Agreement (SLA).
Customers on Standard, Premium, and Enterprise plans can purchase SLA-backed support packages:
- Silver provides contracted first-response SLAs during business hours and is available self-serve.
- Gold adds faster first-response SLAs and 24/7 coverage for Severity 1 issues.
- Platinum provides the fastest first-response SLAs and 24/7 coverage for Severity 1 and Severity 2 issues.
Refer to our Service Level Agreement for contractual terms. Contact sales to discuss Gold or Platinum support.
Support Add-ons
Support Add-ons provide separately scoped access to technical expertise for planned work, including digital enablement, Deployment Assurance, Technical Advisory, Strategic Engineering, and fixed-price scoped engagements. These engagements are separate from support response commitments. Contact sales to discuss Support Add-ons for your organization.
Severity Definitions
We use the following definitions to triage incoming support requests.
| Severity Level | Description |
|---|---|
| Sev 1 Critical | There is a Full Outage, a Personal Data Breach (defined in our DPA), or other major security breach. Ex: Tailscale is not operational for your entire company. Ex: There is a security breach we need to know about immediately. |
| Sev 2 High | There is a Partial Outage of a core service, feature or functionality, or an attempted security breach. Ex: SCIM is not operational. |
| Sev 3 Normal | There is a Partial Outage of a non-core or non-essential service, feature or functionality. Ex: A user or subset of users are experiencing poor latency or disconnects when using Tailscale. |
| Sev 4 Low | A non-material support item, and there is no Outage (Full or Partial). Ex: configuration help requests; minor UX bugs. |
Exclusions
Our Support team is pretty incredible, and we will do our best to resolve any issue you run into, but we can't do everything. The following are outside the scope of support that we provide:
- Writing custom scripts, tools, or resources
- Virus or malware infections
- Spam protection
- System and server administration activities
- Routine product maintenance including data backup, cleaning disk space, and configuring log rotation
- Support for any integrations or third-party services. Check your terms of service with us for what these mean.
- Self-hosted coordination servers, including Headscale
- General issues with your internet service or internet service provider (ISP)
- Devices behind a subnet router
- General computer or device support or maintenance
- Workarounds for blocked or restricted access to Tailscale, including government-level and ISP-level blocks