Honeycomb Scope of Support

Requests for Honeycomb Support may be made through the channels referenced in the ‘Contacting Honeycomb Support’ section below. Learn more about our pricing tiers and support entitlements on the Honeycomb Pricing page.

So that Honeycomb Support may best assist you, please provide us with reasonable information about your issue or question, such as a clear description of the issue, related configuration files, and prompt cooperation to reproduce the errors.

Self-Help Resources

Honeycomb offers multiple self-serve options for those seeking information.

  • Honeycomb Documentation – Honeycomb’s technical documentation is available for assistance with Honeycomb use, configuration, and troubleshooting.
  • Honeycomb Pollinators – Honeycomb’s Slack community is a space for the Honeycomb user community to chat about their questions and provide tips and best practices.
  • Honeycomb Academy – Honeycomb Academy offers guided learning paths, trainings, and workshops.
  • Honeycomb Knowledge Base – Seek answers to quick and common questions about Honeycomb here.
  • Honeycomb Status Page – This is the best place to get current and historical information on Honeycomb incidents.

Please note that, as these are not Honeycomb Support channels, you are responsible for ensuring any guidance found through these resources fits your needs.

Scope of Support

In Scope

Honeycomb’s Generally Available Features and Capabilities

Honeycomb Support Engineering is here to help you with the Honeycomb product and its Generally Available feature set as described in our Release Stages and Supported Product Versions documentation. This includes:

  • SLOs
  • Triggers
  • BubbleUp
  • Metrics
  • Boards
  • Tracing
  • Environments
  • Service Map
  • Honeycomb APIs
  • Honeycomb-supported integrations
  • Honeycomb for Frontend Observability
  • Honeycomb for Log Analytics
  • Honeycomb Telemetry Pipeline
  • OpenTelemetry Collector (current version and versions released within the past year)

Refinery

Refinery is an Open Source project for which Honeycomb provides troubleshooting support to Enterprise customers only.

Supported Refinery versions are listed in Honeycomb’s Supported Product Versions documentation.

Because it is run on-premise, we will attempt to determine whether an issue with Refinery is caused by Honeycomb. If it is not, we will provide recommendations for next steps on a best-effort basis.

Please note that Honeycomb cannot troubleshoot, configure, or remedy issues with tools and technologies that are unsupported or outside of Honeycomb’s control.

Enhanced Reporting

Enhanced Reporting is provided by embedding a page from Honeycomb’s business intelligence analytics vendor. As such, it will likely have differing availability SLAs from Honeycomb itself.

Please report to Honeycomb Support if this feature is unavailable or displays unexpected data. Note that these requests will only be handled during U.S. business hours on days the Honeycomb office is open.

Supported Third-Party Technologies

In addition, we will perform best-effort troubleshooting with supported third-party tools, and Honeycomb features that rely on third-party technologies, such as:

In these cases, we will attempt to determine whether the problem is caused by an issue Honeycomb can fix or mitigate. If not, we may recommend opening a ticket with the third party for further investigation.

Accounts and Billing

Questions about Honeycomb Enterprise plan billing, or billing for other custom contracts, should be sent to billing@honeycomb.io.

Honeycomb Support will happily assist with account and billing questions. Depending on the question, and for your security, we may route your request to a colleague and/or require additional confirmation of identity.

Out of Scope

Honeycomb Support cannot troubleshoot issues in tools or environments that are unsupported or outside of Honeycomb’s control. Examples of these include:

  • Deprecated versions of Honeycomb APIs, Refinery, OpenTelemetry, and supported third-party integrations
  • Third-party APIs not explicitly provided by api.honeycomb.io or supported by Honeycomb
  • OpenTracing
  • OpenCensus
  • AWS Distro for OpenTelemetry Collector (ADOT)
  • Pulumi
  • Firewall, VPN, proxy, or iptables
  • Identity provider (IDP) configuration
  • Mail server configuration
  • Custom applications and scripts
  • Unsupported integrations
  • Technology that is covered by another vendor’s support agreement and which is not explicitly supported by Honeycomb
  • Custom apps or extensions developed by Honeycomb users, their partners, or other third parties that are not expressly agreed to as part of a statement of work. To explore a statement of work with Honeycomb, please get in touch with your Honeycomb Account Executive or Technical Customer Success Manager, or reach out to Honeycomb Support to route your request.
  • Third-party technologies, unless identified as Honeycomb-supported

Also excluded from Honeycomb Support:

  • Issues arising from violations of your agreements (such as the Honeycomb Terms of Service) with Honeycomb
  • Onsite support, from-scratch setup, custom work in your environment, instrumentation or creation and implementation of derived columns, consulting, coding, architecture design, or project management. These services may be negotiated as part of a paid Honeycomb Professional Services package. Please get in touch with your Honeycomb contact, or contact Honeycomb Support to connect you with the appropriate parties for a discussion of these services.

Early Access, Alpha, and Beta

Honeycomb Support assists with Generally Available (i.e., commercially available) features.

If you are flagged in to a feature that is in Early Access or Beta and need help with it, please get in touch with your Honeycomb point of contact for that feature directly. If you are not sure who that is, Honeycomb Support can help you connect with them.

Contacting Honeycomb Support

Honeycomb uses a support ticket platform to record and respond to tickets initiated by Honeycomb users, and can escalate issues directly to Honeycomb’s Engineering and Product teams.

You can initiate, track, update, and close tickets with Honeycomb Support via the Honeycomb Support Portal.

Honeycomb Support can also be reached at support@honeycomb.io.

Honeycomb Support Business Hours

Honeycomb Support’s business hours are 9am to 5pm PDT/PST and 9am to 5pm GMT/BST, Monday through Friday, excluding Honeycomb company holidays.

Response Times

Honeycomb Support Ticket Response

Honeycomb Free Honeycomb Pro Honeycomb Enterprise
Initial Response SLA N/A One business day Two business hours

Incident Response

Honeycomb’s incident response commitment is described separately in the Honeycomb Master Services Agreement.

Interactions with Honeycomb Staff

Honeycomb is committed to making customers and employees feel valued and respected. As such, Honeycomb’s employees and customers are expected to keep their conduct free of harassment, intimidation, bias, and unlawful discrimination of any kind, including discrimination or harassment based on race, color, religion, veteran status, national origin, caste, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation or any other characteristics protected by law.

We ask that you remain professional and courteous to Honeycomb team members working to assist you. If you cannot do so, or you violate any of our policies, we reserve the right to take necessary steps to protect our teams and ensure a healthy working environment, which may include limiting Support.

Likewise, if you believe the standards outlined above have been violated in your interactions with Honeycomb staff, please report potential violations via any of the following methods:

Language

Honeycomb Support is currently offered in English.