Pusher is committed to providing a stellar customer experience. As an essential part of this commitment, we offer limited free technical support to all applications running on the Pusher platform. Free technical support is limited to the scope, hours, contacts, and channels below.
Pusher’s free support offering is available only for normal usage of the service, and is limited to the following:
- Identifying problems preventing an application from connecting to Pusher
- Providing workarounds or resolutions for known problems
- Answering general how-to questions, and providing pointers to documentation
Pusher’s technical support services do not extend to the following areas:
- General debugging of user applications
- Rewriting application code for compatibility with Pusher
- Third party libraries we link to
- Modifying and/or patching third party or Open Source software packages for compatibility with Pusher
2. Who can contact support?
Limited free technical support is available to all registered users of Pusher. Support requests will only be processed if the request originates from a registered Pusher account email address.
3. Support Channels
Send us an email to firstname.lastname@example.org.
4. Unofficial Channels
For short queries, you can often reach a member of the team by contacting us on Twitter. Please not that for an extended discussion we will often refer the issue to an email conversation.
The Pusher Platform itself is monitored 24x7. See Section 5, Proactive Monitoring for more details.
4. Proactive Monitoring
The Pusher Cloud Platform is monitored 24x7 by comprehensive automated systems. In the event of any issue affecting the health and operation of Pusher’s infrastructure, core systems, or tools, our dedicated operations team is notified and will respond immediately to diagnose and correct any issues. This 24/7 monitoring covers the entire Pusher platform, benefitting all Pusher users - free as well as paying.
In the event of a platform issue, a notice will be posted on our platform status site at status.pusher.com to promptly communicate the impact and status of any such issue. If there’s an ongoing platform issue, you do not need to contact us. Instead, monitor the status page which will always be kept up-to-date with the latest progress and information.
6. Premium Support
Please contact us to find out about our Premium Support options.