CircleCI

When deciding whether to contact CircleCI support or field engineering, the key difference is whether your issue is break/fix, or planning/advisory in nature.

SLAs are only applied to tickets submitted with the support team, so in urgent situations, it is important you contact support through the ticketing system.

Some common examples of why you may want to contact the support team are:

You're blocked and need immediate assistance

- Something is broken or not working
- You're blocked and need immediate assistance
- You have an urgent technical question

Whereas you should contact Field Engineering in cases where:

- You want to improve your processes
- You're designing new workflows
- You need strategic guidance

Some additional, but not exhaustive, examples can be found below:

___________________________________________________________

<i>If unsure, start with Support Engineering - they can route you to the right team.</i>

Should I Contact Field Engineering or Support?

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Your need	Support Engineering	Field Engineering
Build failures & errors	✅
Platform outages	✅
Bug reports	✅
Account/billing issues	✅
Workflow optimization		✅
CI/CD best practices		✅
Strategic planning		✅
Team training		✅

Team	When to Use	Response Focus
Support Engineering	Immediate/Urgent	Fix what's broken now
Field Engineering	Strategic/Planning	Optimize for the future

Support Engineering	Field Engineering
Support Portal tickets	Your assigned Field Engineer
	Your account team

Should I Contact Field Engineering or Support?

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