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Support & SLA

Windmill provides dedicated support and service level agreements (SLAs) to ensure timely assistance and address any issues that may arise during your usage of the platform.

Technical support​

Our knowledgeable support team is available 24/7 to assist you with any technical inquiries, troubleshooting, or questions you may have. We are committed to providing timely responses and resolutions to ensure a seamless experience with Windmill.

Issue prioritization​

To effectively handle and prioritize issues, we categorize them into different priority levels based on their impact and urgency. This enables us to allocate resources efficiently and ensure that critical issues receive immediate attention. Issues are tracked through private issues boards and bug trackers, such as GitHub ones.

  • P0 (Priority 0): Reserved for blocking and urgent issues that require immediate resolution.
  • P1 (Priority 1): High-priority issues that significantly impact functionality or performance.
  • P2 (Priority 2): Medium-priority issues that have a moderate impact on functionality.
  • P3 (Priority 3): Low-priority issues that have minimal impact on functionality or usability.

Service Level Agreement (SLA)​

Our SLA defines the expected response times for each priority level:

  • P0: Response within 3 hours.
  • P1: Response within 24 hours.
  • P2: Response within 48 hours.
  • P3: Response within 72 hours.

Support level for each plan​

  • Community: Basic support is available for users on the Community plan. Response times may vary, and priority is given to higher-tier plans.
  • Team & Pro: Users on the Team & Pro plans receive Priority Support 24/7. Our goal is to respond within 48 hours and provide assistance from our automation engineers.
  • Enterprise: Customers on the Enterprise plan enjoy the highest level of support. They receive Priority Support 24/7 with a 3-hour response time and benefit from dedicated assistance from our automation engineers.
Pricing
Details on each Windmill Plan

Security​

Windmill adheres to SOC 2 Type II compliance. As part of our commitment to maintaining a secure platform, we conduct regular penetration testing. Any identified vulnerabilities are treated with utmost priority (P0) and addressed promptly, with same-day fixes being our standard practice. We prioritize the security of our users and strive to provide a safe environment for their automation needs.

Our SOC 2 Type II report is available upon request for Enterprise customers.

Data Processing Addendum for Cloud Team plan​

For Cloud Team plan, we have a Data Processing Addendum that outlines the data processing practices and security measures.

Contacting support​

If you require support or have any questions, you can reach out to our support team through the following channels:

Our support team is committed to ensuring your success with Windmill, and we are here to provide the assistance you need at every step of your journey.

Contact / Getting help
Getting stuck using Windmill? Your problem can be quickly solved and reporting it is the best way to contribute.

Slack support channel​

Enterprise customers can request a dedicated Slack Connect channel hosted in the Windmill workspace. The channel is named windmill-<your-org> and your team joins via Slack Connect invites sent to your contact emails.

How to set it up​

  1. In the Windmill customer portal, open Contact support and select the Slack tab.
  2. Confirm or add the contact emails that should receive invites.
  3. Click Create Slack channel. The channel is created, invites are sent to each email, and the Windmill support team is added automatically.
  4. Accept the Slack Connect invite from your inbox. Once accepted, you can invite additional teammates from your workspace directly.

Windmill support engineers reply natively in Slack. No bridge or third-party forwarding.

Discord support channel​

Enterprise customers can also request a dedicated channel in the Windmill Discord server. The channel is named ext-<your-org> and an invite URL is returned for sharing with your team.

How to set it up​

  1. In the Windmill customer portal, open Contact support and select the Discord tab.
  2. Click Create Discord channel. The channel is created and an invite URL is returned.
  3. Share the invite URL with your team. The link joins them to the Windmill Discord server with access scoped to your private channel only.
  4. Click Regenerate invite in the same tab if you need a fresh invite link.

Windmill support engineers reply natively in Discord. No bridge or third-party forwarding.

Microsoft Teams support bridge​

Windmill support runs over email, Slack, and Discord. Some Enterprise customers have security requirements that prevent joining external Slack or Discord workspaces, so they can connect a Microsoft Teams channel directly to Windmill support instead. Customers stay in Teams, support engineers stay in Discord, and messages flow both ways automatically.

How to set it up​

  1. Have your Teams admin install the Windmill Support app to a channel from the Microsoft Teams Store. Until publication completes, contact us for a sideloadable .zip package.
  2. From the Windmill customer portal, open the Teams support bridge section and click Generate link code. Codes are valid for 15 minutes and single-use.
  3. In the Teams channel where the bot was installed, post the 6-digit code as a message that @-mentions Windmill Support, like @Windmill Support 123456. The @-mention is required so the bot receives the message. The bot replies with a "Connected" card.
  4. From that point on, any message in the channel that @-mentions Windmill Support is forwarded to a Windmill support engineer. Replies from the engineer appear in the same Teams thread.

What we see and don't see​

  • Only messages where the bot is @-mentioned are forwarded. Plain channel chatter without an @-mention stays private to your team.
  • Channel members can attach files via @Windmill Support /file, which opens a one-time secure upload page in a browser tab. The upload link is valid for 15 minutes and can only be used once.
  • Type @Windmill Support /help (or just Hi / Hello) in the channel any time to see a privacy refresher card explaining what is and isn't forwarded.
  • The bridge does not access Microsoft Graph, calendar data, files outside of explicit /file uploads, or any messages that don't @-mention the bot.

Disconnecting​

Open the Teams support bridge section in the Windmill customer portal, find the connected channel, and click Disconnect. Forwarding stops immediately and the bot reports the channel as no longer connected the next time someone @-mentions it.

To reconnect, generate a fresh link code and paste it back in the same channel - the bridge will re-link without needing to remove and re-add the app.

Feature request and issue dashboard​

Enterprise users have access to a dedicated feature request and issue dashboard, allowing them to submit and track their requests and issues. Additionally, updates to issues are automatically sent via email and to a designated Slack or Discord channel for easy tracking.

Issue Dashboard

Configuration​

Superadmins and anyone with access to Windmill Customer Portal can configure the following dashboard settings from the portal:

  • Linked GitHub users: When an issue is created by a linked GitHub user, it is automatically added to the dashboard.
  • Authorized domains: Users with email addresses associated with authorized domains are granted access to the dashboard.
  • Email notification addresses: Email addresses to receive notifications about new issues and updates.

Usage​

To use the feature request and issue dashboard, follow these steps:

  1. Access the dashboard at https://portal.windmill.dev/issues.
  2. Log in using your authorized email address.
  3. Create a new issue by clicking the "New private issue" or "New private feature request" buttons and filling out the form. If you believe your issue is of general public interest you can also create a public GitHub issue.
  4. View and update existing issues by clicking on them in the dashboard.
  5. Receive email notifications and Slack/Discord updates about new issues and updates. Example Slack Notification
  6. An issue is marked as done when a corresponding pull request is merged. The issue will be tagged as "release: pending"
  7. Once a new release has been cut, you will be notified and the issue will be tagged with the release version.
Windmill Customer Portal
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