Scope of Support

Scope and limitations

Overview

We provide support services that are directly related to our product.

Our support services do not include debugging custom code or third-party code or implementations. For example, our support services do not include warnings, errors, other undesirable behavior as a result of scripts or services not in connection with the n8n platform. We also cannot provide support for functionality not working as expected due to customer modifications.

Support services will be provided when our product are used in accordance with our documentation and required best practices outlined below. Where this is not the case, we will provide customers with this information.

Regarding bug reports

If you encounter an issue that appears to be a bug in n8n itself (not related to infrastructure, custom code, custom nodes, or 3rd-party services), we can provide guidance if the bug can be reproduced on the latest stable version of n8n and following the steps outlined in the next sections.

Regarding deployment issues

For Enterprise and start-up plan customers

Support services will be provided for deployment errors when the following criteria are met:

• n8n is deployed using an official n8n Docker image

• Any errors present when using n8n are not related to

  • customer infrastructure

  • custom code

  • custom nodes including community nodes

  • 3rd party services

For other Cloud plan customers

For n8n cloud instances, support will assist with issues such as, but not limited to:

• n8n instance is unavailable

• n8n instance is crashing

• slowness or erratic behaviors

• other issues that may prevent the good use of the instance

Regarding runtime issues

For Enterprise plan customers

Support services will be provided for workflow execution errors if the following information is provided:

• A description, screenshots, and other tangible evidence that clearly describe

  • actual behavior

  • expected behavior

  • steps to reproduce

• what you have tried to resolve the issue

• Any changes made since your last successful execution

• An exported minimal example workflow that reproduces the issue

For other Cloud plan customers

• Community first: Technical support is primarily provided through the n8n Community Forum - https://community.n8n.io - where users can search for existing solutions, share workflows, and get help from other community members.

• Limitations: We are unable to provide in-depth debugging, troubleshooting, or deployment/runtime assistance for non-enterprise customers.

If any of the above criteria are not met or properly provided, we may be unable to provide Support Services for the project and will likely recommend debugging the application locally or reviewing the build errors during deployment for further information.

Regarding billing issues

If you believe your invoice or billing receipt is incorrect, we strongly encourage you to contact n8n rather than filing a dispute with your card provider. Should a payment dispute be filed before getting in touch with us, we are limited in terms of the action we can take to resolve the matter. Once a dispute has been made with the card provider, the account associated with it and all deployments under it may be suspended until it has been resolved.

For enterprise cloud and enterprise self-hosted customers

Please reach out to your Customer Success Manager for any billing questions.

For non-enterprise cloud customers

Please reach out to help@n8n.io for any billing questions.

Required best practices

Deploying n8n

n8n must be deployed using an official Docker image.

Where we support you

Community Support Forum

All customers have access to our Community Forum. This is the preferred forum for questions regarding best practices, code debugging, or implementation, and all discussions in the forum serve as a shared resource to help other customers. Customers on our non-enterprise plans are expected to use the Forum to discuss suspected platform issues. Our support team will monitor questions and discussions in the forum. Support within the community forum is offered to customers in accordance with our community Terms of Service.

Submitting a support ticket

Support services will be provided to customers who submit a support ticket when:

• The customer holds a current paid plan subscription with n8n that qualifies for technical email support (e.g. an Enterprise plan subscription).

• The customer holds a cloud plan or trial subscription with n8n, and

  • The request is in relation to a billing issue, or

  • The request is in relation to a login or registration issue, or

  • The request is in relation to an n8n instance that is unavailable or

  • The request is in relation to a reproducible bug on the latest stable version.

• The request adheres to the required best practices and the scope and limitations, as outlined in these terms.

A request can be submitted by emailing help@n8n.io.

n8n does not guarantee the validity of any advice or support services, or offer advice or support outside of the above communication channels, for any of our services or third-party services or other products which do not fall within the scope of our services.

Requests for advice or support services outside of the above communication channels which otherwise adhere to the scope and limitations within these terms may be referred to one of the above communication channels.

When we support you

Responses

Our team aims to respond to all qualifying requests in a timely manner and as soon as practically possible. Customers are prioritized based on their plan.

While we endeavor to provide consistency during the resolution of support requests, the member of our team handling a request may be changed at any time.

Response time guidelines

Our target response times relate to the time it takes for n8n to provide a first response to your request, not the subsequent responses or issue resolution.

Guaranteed response times are available with a dedicated enterprise support contract.

We will provide a response during business hours, Monday to Friday.

Business hours are defined as 9:00 to 17:00 in the relevant time zones, excluding German observed holidays.

• For European customers, the time zone is Europe/Berlin

• For American customers, the time zone is America/New_York

Issue severity

A severity level is assigned to all support tickets upon creation. We may set, upgrade, or downgrade the severity level of support services tickets at our discretion. Severity levels help us prioritize case handling internally, but they do not imply any guaranteed response or resolution times.

Severity Levels:

• Severity 1: Business critical. Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.

• Severity 2: Degraded service. Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.

• Severity 3: General issue. Includes product questions, feature requests and development issues.

For enterprise cloud and enterprise self-hosted customers

• Queue priority: Enterprise customer tickets are prioritized over non-enterprise tickets.

• No SLA by default: Enterprise customers do not receive service level agreements (SLAs) on severity levels as part of the standard support offering.

• Support contracts: For guaranteed SLAs aligned to severity levels, a separate support contract must be in place.

For non-enterprise cloud customers

• Static priority: All issues are treated with the same priority, regardless of severity.

• No SLAs: There are no service level agreements or severity-based prioritization for non-enterprise customers.

• Support contracts: If guaranteed SLAs by severity are required, a support plan must be purchased.

Etiquette

Regardless of how and where n8n provides support services, you must communicate in a professional and respectful manner. We do not tolerate communications that are objectionable (as determined in n8n's sole discretion) in any manner, including, as examples only, any communications that are abusive or that use profane language. n8n reserves the right to cease providing support services if you engage in any such objectionable communications.