> ## Documentation Index > Fetch the complete documentation index at: https://docs.firebolt.io/llms.txt > Use this file to discover all available pages before exploring further. > How to create Support tickets with correct severity (In App or Slack) # Severity guidelines # How to create Support tickets with correct severity (In App or Slack) There are three ways you can create a Support ticket with Firebolt Support Engineering. Support tickets can be created via the Firebolt UI (In App), via email, or via Slack (for eligible customers). By default, all support cases are created as **Severity 3 (Tolerable)** unless you explicitly select a different severity. You can choose the correct severity only when creating tickets via **Firebolt UI (In App)** or **Slack**. Please note: * Over weekends, only **Severity 1** and **Severity 2** cases are handled by the On-Call Support Engineer. * Lower-severity cases are handled during weekdays only. * Slack messages are attended during weekdays unless you explicitly mark them as **Severity 1 or 2** using the severity emoji (described below). *** ## Creating Tickets via Firebolt UI (In App) You need to log in to the Firebolt UI and click on the **“?”** icon, highlighted in the image below: Help icon in Firebolt UI From the pop-up menu, click **Contact Support**: Contact Support menu option This opens the **Contact Support** window. Fill in the relevant information and select the appropriate severity from the **Severity** dropdown: * **Sev1** = Critical * **Sev2** = Urgent * **Sev3** = Tolerable * **Sev4** = Question as shown in the image below: Severity dropdown in Contact Support window *** ## Creating Tickets via Email You can email **[support@firebolt.io](mailto:support@firebolt.io)** with all relevant details. Make sure to clearly explain the urgency of the issue; otherwise, the case will be treated as **Severity 3 (Tolerable)** by default. *** ## Creating Tickets via Slack chat (eligible customers only) If you are eligible to receive support via Slack, you can post your issue or question directly in your shared Slack channel with Firebolt. After posting your message, if you want to assign a specific severity, select the appropriate severity emoji: * Open the emoji picker * Type **“sev”** * Choose the relevant severity emoji as shown below Slack severity emoji selection ### Severity Emoji Mapping * **Severity 1** – 🔴 Red lifebuoy ring * **Severity 2** – 🟠 Orange lifebuoy ring * **Severity 3** – 🟡 Yellow lifebuoy ring * **Severity 4** – 🟢 Green lifebuoy ring *** To learn more about severity definitions and associated SLAs, click [here](/managed-service/billing#support-plans-and-service-level-agreements). This will help you understand the expected response times for your support cases.