Stoplight Support Policy

Last updated: March 14, 2023

Scope of Support

Stoplight shall provide application Support services for the Stoplight Platform in accordance with the terms of this policy. Stoplight will provide a combination of self-service and portal-based support on errors or abnormal behavior of the Stoplight Platform (“Cases”). Users may contact Stoplight by accessing the Stoplight Support Portal ( at any time. Stoplight Support staff will be available for online support between the hours of 8:00 AM - 6:00 PM CT. Support will be provided in English.

Support requests must be initiated through the Stoplight Support Portal to be entered into the Case tracker system and for Target Response Times to apply. Support is provided for the Stoplight Platform deployed in the SaaS production environment based on Stoplights continuous deployment cycle.

Stoplight Support’s primary responsibilities are:

  • Triage/Troubleshooting issues related to the Stoplight Licensed Software.
  • Reproducing product defects and aiding in alternative solutions or workarounds to help maintain stability until a defect is addressed/corrected.
  • Guidance around implementation and configuration.

The following is not included in the scope of support:

  • Training
  • Customers without a valid Subscription
  • End of Life, Beta, Release Candidate, or Development releases
  • OpenSource Tools

Support for Prism, Spectral and Elements can be found at the Stoplight Github repositories.

Hours of Operation

Stoplight Support staff is available Monday through Friday 8 AM to 6 PM CT, excluding U.S. holidays.

Customer Responsibility

Please note that once a case is logged with Stoplight Support and should we require additional information or a response from the customer with regards to that case, we will attempt to reach the customer 2 times before we will resolve the case. Stoplight Support will wait a period of 2 business days following the first request for response, indicating that the case will be placed on hold until we receive the information requested, if no response is received we will issue a further request, if after 2 more business days still no response is received the case will be set to “Solved”, you will then have 3 business days to re‐open the incident before the incident will automatically go into “Closed” state. Should contact be made after this point a new case will be logged. Cases can be placed on hold at the customer request to cover reasonable long periods of accepted inactivity/communication.

In order to enable Stoplight to reproduce and address the Issue appropriately, the Case should include the following elements:

  1. Concise summary of the issue Customer is reporting, including a timeline of when the issue was first observed
  2. Business or technical impact statement
  3. Detailed reproduction information
  4. Log files as appropriate

Escalation of Issues

An Incident may be escalated by case requester, Stoplight associates or Support Leadership. To escalate an issue you may go to the Self-Service portal, select the incident to escalate and add a comment requesting an escalation. Once the case is escalated, Stoplight Support will flag the case as escalated so that the Support Analyst will easily know about the escalation status of the case. Throughout the resolution process, the Support Manager or case owner will communicate updates accordingly to the requester of the case and other contacts that have been added to the case.

Escalation Expectations

Your cooperation and effort are necessary to provide you with the quality of service you desire—it is only by working together that we can ensure our customers receive the most value from Stoplight Support. If at any time during the resolution of a case a customer is unable to meet designated commitments or requirements, support may be suspended on the case until requirements can be met and a scheduled course of action arranged.

Services Levels

Priority and Response Definition

Priority Level - Determined while opening a new case based on the nature and impact of issue being reported.

The following chart serves as a guide to understand how Stoplight Support assigns each Case a Priority, as well as the Initial Response Time you can expect. A Case is an unplanned interruption or reduction in quality of service. Please note that “Response Time” does not necessarily mean the amount of time it takes to resolve or close an issue; it does, however, reflect how much time it takes for Stoplight to acknowledge and provide an initial response to the issue on best effort.

Priority Level
Urgent (P1)
High (P2)
Normal (P3)
Low (P4)
Production Stoplight application is experiencing serious degradation in performance or functionality.
Production Stoplight application is down or is encountering a major malfunction that is affecting business and a high number of staff.
Production Stoplight application issue that has a moderate impact on business or functionality.
All other issues or questions with limited business impact.
Critical functionality is unavailable. High number of end users unable to work.
Major performance degradation. Major functionality unavailable. Low number of end users unable to work.
Some application functionality is unavailable Minor performance degradation Low number of users affected.
Incorrect or undocumented behavior Product question Feature/enhancement request
Target Response Time: Basics/Starter
8 business hours
16 business hours
48 business hours
96 business hours
Target Response Time: Professional
4 business hours
8 business hours
24 business hours
48 business hours
Target Response Time: Enterprise
2 business hours
4 business hours
18 business hours
36 business hours

Stoplight Support Guidelines (Standard — March 2023)