Getting support
Whether you have a question about the API, need help with your account, or want to talk through a use case, the Climatiq team is here to help. If you are an existing customer, you can reach out to your dedicated Customer Success Manager directly.
Support tiers
Climatiq offers three tiers of support designed for different stages of adoption and integration complexity.
Support channels
| Support type | Free | Standard | Premium |
|---|---|---|---|
| Guides and API Docs | Yes | Yes | Yes |
| Website chat for ad-hoc support | Yes | Yes | Yes |
| Email/ticket support | Best-effort | 2 business days | 1 business day |
| Office hours | Yes | Yes | Yes |
| Dedicated Customer Success Manager | No | No | Yes |
Regular support activities
| Support type | Free | Standard | Premium |
|---|---|---|---|
| Kick-off call | No | Yes | Yes |
| Onboarding workshop | No | No | Yes |
| Monthly check-ins / Quarterly Business Review | No | No | Yes |
| Methodology questions (simple) | No | Yes, via email | Yes, via email and calls |
| Methodology deep-dive sessions | No | Case-by-case | Yes |
| API best-practices / debugging | No | Via office hours | Yes |
Solution consulting
| Support type | Free | Standard | Premium |
|---|---|---|---|
| Custom Solution Consulting support | No | No | Half a day per month, included |
| Small mapping validation or processing (under half a day) | No | Paid add-on | Yes |
| Custom enablement workshops | No | Paid add-on | Yes |
| Custom mappings (full exercise) | No | Paid add-on | Paid add-on |
| Custom data processing | No | Paid add-on | Paid add-on |
| Ingest customer’s emission factor data source | No | Case-by-case | Case-by-case |
| Co-innovation / custom features | No | No | Paid add-on |
| Ongoing managed services | No | No | No |
Support channels
Chat on the website
If you have a quick question, look for the chat widget in the bottom-right corner of any of our pages . Our team (and AI assistant) are on hand to help during business hours.
Submit a support request
For more complicated requests, you can also submit a request through our dedicated support form. Fill in the details of your question or issue and a member of the team will get back to you.
Email us directly
You can also reach the support team by emailing support@climatiq.io. This goes to the same team as the support form - use whichever is most convenient for you.
Book office hours
Prefer a live conversation? You can book a session directly with the Climatiq team through our office hours booking link. These sessions are ideal if you are evaluating Climatiq, working through a technical integration, or need guidance on methodology.
Tips for getting the best help
To help us resolve your query as quickly as possible, please include the following when you reach out:
- Your full name and the email address associated with your Climatiq account
- A detailed description of your question or issue, including which Climatiq product or API endpoint you are using
- Steps to reproduce the problem, if applicable
- Screenshots of your inputs and outputs - these help us understand exactly what you are seeing
The more detail you can share upfront, the faster we can get you to a resolution.