What Hatz Support Covers
Hatz Support helps MSPs and partner administrators resolve product issues, understand documented behavior, and route sensitive or commercial questions to the right owner.
In scope for support
Support is the right place for issues where Hatz is not working as expected, where access or account setup is blocked, or where you need help with usage, credits, billing questions, incident questions, security/compliance requests, legal requests, or documented product behavior.
Break/fix issues: suspected bugs, errors, degraded behavior, failed workflows, failed connections, generated-file problems, or product behavior that does not match the docs.
Access and account issues: login, invites, roles, permissions, SSO, SCIM, MFA, tenant access, or account setup.
Credits and usage: usage explanations, credit limits, reset timing, unexpected consumption, and usage-blocked questions.
Billing questions: invoices, payment, plan, downgrade, cancellation, procurement, or commercial questions that need Billing, Finance, Sales, or your account owner.
Security, compliance, and legal requests: SOC reports, Trust Center access, security questionnaires, DPAs, MSAs, contract language, and legal notices may require the owning team.
Incident support: active outage questions, production-impacting symptoms, or account-specific impact during an incident.
Not default support work
Some requests are valuable, but they are not break/fix support tickets. We will help route them to the right path.
Custom workflow design or buildout.
Prompt consulting or implementation strategy.
Training end users on an MSP's behalf.
Ongoing use-case delivery or managed services work.
Roadmap commitments, custom feature promises, or unsupported capability work.
For use-case guidance and workflow-building patterns, start with Use Case Workshop, Feature Fridays, published examples, docs, or recordings when available. For hands-on implementation or scoped buildout, talk with your Hatz account team about a paid engagement.
What happens next
When you ask for help, Hatz may answer from docs first or create a structured ticket if the issue needs account-specific investigation.
Support may ask for issue type, impact, urgency, affected account, and evidence so the right owner can follow up. Support can also help identify whether a request is a bug, a configuration issue, a usage question, a billing or legal handoff, a product feedback item, or an enablement request.
MSP and end-customer support boundary
Hatz Support is for MSPs and partner administrators who manage customer tenants. Hatz does not provide direct support to an MSP's end customers as the primary support path.
If an end-customer issue needs Hatz involvement, the MSP should open the ticket or be included on the ticket so the right tenant, user, business impact, and customer context are available. The MSP remains accountable for the customer context and the end-customer relationship.