Support
Multiple channels to get help when you need it.
In-App Support
The fastest way to get help is directly from within The One Stack:
- Click the ? icon in the bottom-right corner of any product
- Select Submit a Ticket
- Describe your issue — screenshots are automatically attached
- The ticket is created in our PSA and routed to the appropriate team
You can track your ticket status from Hub → Support → My Tickets.
Documentation
You're already here! docs.theonestack.com is the central documentation hub for every product. Use the search bar (Cmd+K) to find answers quickly.
MSP Collective Community
The MSP Collective is our community forum where MSPs help each other:
- Ask questions and share solutions
- Learn best practices from experienced MSPs
- Participate in peer benchmarking
- Earn CPE credits for active participation
- Access exclusive webinars and AMAs
Community access is included with Collective subscriptions (Bronze, Silver, Gold, Platinum tiers).
Email Support
For issues outside the app, email [email protected]. Include:
- Your organization name
- The product(s) affected
- Steps to reproduce the issue
- Screenshots or error messages if available
SLA Response Times
Response times depend on your subscription tier and issue severity:
| Severity | Ops Essentials | Ops Complete |
|---|---|---|
| Critical (platform down) | 2 hours | 1 hour |
| High (major feature broken) | 8 hours | 4 hours |
| Medium (minor feature issue) | 24 hours | 12 hours |
| Low (question / enhancement) | 48 hours | 24 hours |
Critical means the platform is completely unavailable or data loss is occurring. High means a major feature is non-functional but the platform is accessible.
Escalation Path
If your issue isn't being resolved to your satisfaction:
- Reply to your ticket — Add additional context or ask for an update
- Request escalation — In your ticket, ask to escalate to a senior engineer
- Email leadership — Contact [email protected] for urgent issues
- Account manager — Ops Complete subscribers have a dedicated account manager for direct escalation
System Status
Check real-time platform status at your organization's Status page, or view the global platform status at status.theonestack.com.
Subscribe to status updates to receive notifications about planned maintenance and incidents.