We’re here to help

We do support a bit differently at balena: the same engineers who build balena day-in and day-out are the same people you engage with on our support channels.
Check out our forums, or refer to our docs. If you need private support, consider upgrading to a paid plan.
support illustration
Get help from the community
This is the best place to look for an answer to your question.
If the forums don’t already have what you’re looking for, post your own question so a balena engineer or fellow balena user can help answer it
Getting started guides, how-tos for advanced features and examples.
Device API, SDK and base image docs.
Most frequently asked questions, troubleshooting guides and error notifications.
Dig right into the readme and issues: balena-cli, balena-sdk, balena-sdk-python, balena-base-images, balenaEtcher.
Paid plans include private
support with our engineers.

Community forums
Community forums
Included in prototype & pilot plan

Private support
Access to private support with balena engineers
Best effort
Support SLA
Included in production plan

Private support
Access to private support with balena engineers
Priority ticketing
Higher priority in support queue.
60 minutes
Support SLA
Get in touch
Each IoT project is unique.
Options include:
  • Dedicated account management
  • 24/7 support
  • Personalized onboarding
  • Account reviews
  • Live event support
Get in touch and we'll figure it out together.
Our support philosophy
We think that most support conversations should happen out in the open. This is why we are creating a shared knowledge base with our users in the balena forums. The forums also enable our users to help one another without needing to rely on the balena team.
We believe in the power of support-driven development. The best support we can give you comes directly from the developers who build and maintain balena. Each support inquiry is treated as an opportunity for us to learn and improve our product, documentation, and user experience. The feedback and feature requests we hear from you directly inform our roadmap.
Frequently asked questions

Do all users in a plan with standard support have access to private support?
Yes! And we’re working on adding tools for users within the same organization to access all of their organization’s support interactions in one place.

What response time do you guarantee with a service level agreement (SLA)?
For SLA-level support, our guaranteed response times are as low as 60 minutes for high severity tickets. Please contact us at sales@balena.io to learn more.

Where can I get information about scheduled maintenance, downtime, and past incidents?
All incidents and scheduled maintenance windows are announced at https://status.balena.io/. The status page provides a number of notification options that you can subscribe to like email, text message, RSS and webhooks.

Where can I learn about the features on your roadmap and submit ideas?
You can find our public product roadmap here. You can see the features we plan to build as well as projects that are in progress. You can also see ideas we have for the future and submit your own feature requests.