Support

Railway provides support services tailored to customer needs across different subscription tiers. Support tier and prioritization is determined by your current plan level.

Support Tier Overview

Trial, Free, Hobby

Users on Trial, Free, and Hobby plans have access to community-driven support through Central Station or Discord. While Railway employees may participate in community discussions, responses are not guaranteed for these tiers.

Pro

Users on the Pro plan receive direct support from Railway through Central Station, with typical response times of 3-5 business days. Please note that the Pro tier does not include SLOs or application-level support.

Enterprise & Business Class

Organizations requiring SLOs and enhanced support should consider upgrading to Business Class support. Please refer to the Business Class section for comprehensive details.

Email Support

Railway does not provide support via email. All support requests should be directed to Central Station or Discord. Email communication is reserved for the following specific purposes:

• Sales inquiries: [email protected]
• Security reports: [email protected]
• Abuse reports: [email protected]
• Privacy inquiries: [email protected]

Emails outside these categories may not receive a response.

Application-Level Support

Railway generally does not provide application-level support, such as debugging your code, fixing bugs in your application, or helping you with third-party services. We may provide these services on a case-by-case basis for Business Class / Enterprise customers. If you need help with your application, we recommend reaching out to the community on Central Station or Discord.

Central Station

Railway conducts its support over the Central Station platform.

It hosts our community of 1,600,000+ users and developers. It is where you can find answers to common questions, ask questions, and get in touch with the Railway team.

Please ensure that you've searched for your issue before creating a new thread, follow the guidelines in How To Ask For Help, and abide by our Code of Conduct.

Private Threads

You create a Private Thread on Central Station if you need to share sensitive information, such as invoices or personal data. Private Threads are only visible to you and Railway employees.

Private Threads have a slower response time because only Railway employees can see them. We recommend you to only create a Private Thread if you need to share sensitive information.

Railway may make the thread public for community involvement if we determine that there is no sensitive information in your thread.

Discord

We have a vibrant Discord community of over 28,000+ users and deveYou can find the Railway Discord at https://discord.gg/railway.

Please ask your questions in the ✋ ｜ help channel, and refrain from pinging anyone with the Team or Conductor roles.

Slack

Railway offers Slack Connect channels to Enterprise plan customers with a minimum committed spend of $2,000/month. Customers can raise issues, coordinate their migration over to Railway, and provide feedback within a Slack Connect channel.

Additionally, the solutions team at Railway may provide a shared Slack Connect channel to facilitate better communication and support.

Enterprise teams with $2,000/month committed spend can create a Slack Connect channel within the Workspace settings page:

Users in a Slack Connect channel can invite their team members using the Slack interface or by pressing the Join Slack button again to initiate new invites.

Business Class

For companies who need dedicated support, we offer Business Class.

Business Class is support and success designed for those who need the full attention of Railway. Business Class support is a dedicated support channel with SLOs for your company. Workspaces become eligible for Business Class support after $2,000/mo in spend.

Reach out to us at [email protected] to enable your SLO.

Business Class SLOs

We prioritize Business Class customers over all other support requests.

Severity	Acknowledgement Time
P1 (Outages, Escalations)	One hour - 24/7
P2 (Bugs)	Same Business Day
P3 (Integrations, General Questions)	Two Business Days

For Enterprise customers with $2,000/month committed spend who have a shared Slack Connect channel with us, you have access to "Critical" urgency level support requests:

This feature is also available on Central Station for Business Class customers:

Opening a Critical ticket allows you to page our support on-call directly for an immediate response. Please only use this for production outages or critical platform issues preventing your team from using Railway.

Definition of Priorities

Priority	Surface Areas
1	Outages that impact production. This covers the following components: incidents declared on status.railway.com including and especially incidents with end-customer impact (e.g. inability to login to the Dashboard), customer workload-impacting issues due to high load requiring intervention from Railway (e.g. requiring additional resources beyond your current limits).
2	Issues related to Railway features. This covers features offered by Railway, including but not limited to our Dashboard, CLI, and platform-level features such as Deployments, Environments, Private Networking, Volumes.
3	Integration work and general questions related to Railway. This covers customer-related requests involving integrating Railway with other services (e.g. fronting your Railway workload with a DDoS protection service), leveraging tools to use Railway the way you like (e.g. IaC provisioning/Terraform), or questions about Railway features or its platform.

Business Class Response Hours

We offer support during business hours, and prioritize requests from Business Class customers:

• Business hours are Monday through Friday, 9am to 9pm Pacific Time
• Exceptions apply to our business hours during P1 outages where the team will be on-call 24/7
• The team may reply outside of business hours, but we do not guarantee a response outside of business hours

Business Class Resource Limits

For Business Class customers, Railway increases resource limits beyond the standard limits on a need-based basis. Contact the team through your dedicated communication channel to increase limits.

Uptime Calculation

As part of this offering, we agree to provide a monthly summary on the uptime of the components of Railway. Customers are provided an RCA to any outages on the Routing Layer.

Compliance & Audits

Security audits can be provided by request. For most customers, we can provide our security and compliance documentation can be accessed via Railway's Trust Center at trust.railway.com. Please sign in with your Railway account's email address to access Trust Center.

Enterprise

For enterprises, we offer everything in Business Class along with custom support tailored to your needs. Railway can enter into a contractual SLA under our negotiated pricing offering. Reach out to us at [email protected] for more information.

How To Ask For Help

When you reach out for help, it's important that you help us help you! Please include as much information as you can, including but not limited to:

• Description of the issue you're facing
• IDs (Project ID, Service Name/ID, Deployment ID, etc.)
• Railway environment of your service/deployment
• Error messages and descriptions
• Logs (build and/or deploy)
• Link to GitHub repo/code or template you're using, if applicable

Please note that Railway does not provide application-level support.