ngrok support
Customer success is a cornerstone of ngrok’s values, and we take immense pride in delivering exceptional customer experiences. Let us help you maximize the value of your ngrok subscription.
If you are an existing customer with Standard or Premium support, please submit any issues using our Support Portal
Support options
Our tiered support starts with the Starter plan, which provides essential support services, free of charge, for all our users. To gain access to more advanced support options, you can upgrade to our Standard or Premium plans, designed to meet the needs of your business.
Starter
Ideal for hobbyist developers working on DIY projects.
Basic support included for all users.
What's covered:
Technical Documentation
Email support only
Respond to issues within 24 hrs (best effort)
Access to community ngrok Slack channel
An MAU is an user authenticated into an endpoint in a given month
Standard
Ideal for small organizations and engineers leveraging ngrok for development.
All previous items plus:
Online support portal
Prioritized incident support:
- High priority: 4 business hours
- Normal priority: 8 business hours
Premium
Ideal for enterprises delivering mission-critical or time-sensitive apps and APIs.
All previous items plus:
Dedicated Slack channel
Proactive notifications
Under 1 hour response for urgent issues
Assigned Technical Account Manager
Online support portal
Starter
Standard
Premium
Dedicated Slack channel
Starter
Standard
Premium
Direct access to ngrok customer support engineers
Proactive engagement
Starter
Standard
Premium
Briefings on upcoming releases
Early Access to upcoming features
Starter
Standard
Premium
Assigned Technical Account Manager
Starter
Standard
Premium
Onboarding, monthly check-ins, QBRs, annual health check
Urgent incident response time
Starter
Next business day
(best effort)
(best effort)
Standard
4 hours
Premium
1 hour
High priority incident response time
Starter
Next business day
(best effort)
(best effort)
Standard
4 hours
Premium
4 hours
Normal incident response time
Starter
Next business day
(best effort)
(best effort)
Standard
8 hours
Premium
8 hours
Launch Engineering
ngrok’s launch engineering services equips organizations to accelerate their time to value by providing comprehensive support and expertise with onboarding. These services encompass a wide range of activities.
Provisioning
Set up and configure ngrok accounts for all users, ensuring everyone in the organization is ready to use ngrok.
ngrok 101 training session
This comprehensive training session will cover all of the essential ngrok concepts, providing a solid foundation for users to effectively utilize the platform.
Hands-on technical implementation and integration support
ngrok's experienced team will provide assistance with all aspects of ngrok’s ingress platform, including core features, use cases, and best practices.
Design workshop
ngrok’s experts will review your current configuration, provide best practice recommendations, design and test optimal configurations and offer scripting/API expertise.