MSP/Admin and End-Customer Support Policy
Hatz is built for MSPs and partner administrators who manage customer tenants. Many support questions involve tenants, customers, users, client workflows, or customer environments, and those questions are usually in scope when the MSP or partner owner is involved.
Who Hatz Support serves
MSPs and partner administrators: Hatz Support can help with tenants, users, roles, SSO, SCIM, workflows, agents, integrations, billing, usage, and account setup.
Tenant admins and customer users: Hatz may help investigate when the MSP or verified partner owner opens the ticket, joins the ticket, or confirms the support path.
End customers and end users: Hatz does not provide direct support to an MSP's end customers as the primary support path. End users should contact their MSP or internal Hatz admin first.
When an end-customer issue needs Hatz
If an end-customer issue requires Hatz involvement, the MSP should open the ticket or be included on the ticket. The MSP remains responsible for the customer relationship and customer-specific context.
Hatz may join a call or help investigate with the MSP and end customer when appropriate, but the support path should still include the MSP or verified partner owner.
Tenant-management questions are in scope
Questions that mention "my client," "customer," "tenant," "customer user," or "how do I manage tenants" are not automatically out of scope. Those are normal MSP/admin signals. Support may ask for more details so the issue can be routed correctly.
What to include in a ticket
For MSP/admin tickets involving a tenant or customer user, include:
The MSP or partner organization.
The affected tenant or customer account.
The affected user email or role, if applicable.
What the user expected to happen.
What happened instead.
Evidence you are allowed to share, such as screenshots, error text, timestamps, or workflow/chat links.
Whether the MSP has already reproduced the issue or confirmed the customer impact.
If you are an end user
If you use Hatz through an MSP or your company's internal Hatz admin, contact that MSP or admin first. They can confirm your account, tenant, role, and support path, and they can involve Hatz Support when needed.