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Planet Technical Support

Flexible options to meet your organization’s needs

No matter where you are in your journey with Planet and geospatial data, we offer different resources to help make you successful.

As a customer, you’ll have Planet’s Technical Support team for ongoing support and education. Learn more about our different support options below.

Choose the option that works best for your organization

		Basic	Standard	Premier
Planet Help Center
Planet Community
Planet School
Maximum Number of Designated Customer Contacts The maximum number of named contacts that can register for access to Planet Support Services.		1	4	20
Local Business Hour Access to Technical Support Monday-Friday (excluding holidays) local business hour access to Planet Technical Support.
24/7/365 Phone Support for Urgent Issues 24/7/365 access to Planet Technical Support for Urgent issues via dedicated toll-free support line.
Target First Response Times (Priorities)	Urgent Critical production issue that represents a complete loss of service or data availability. The situation halts your business operations and no workaround exists.	-	4 Business Hours	2 Hours
	High Production Support Issue that is materially degrading to the ability to perform the required business functions or access in a timely fashion and no workaround for the Problem is available.	-	8 Business Hours	4 Business Hours
	Normal Major functionality is impacted, or significant performance degradation is experienced. A workaround may be available.	-	2 Business Days	8 Business Hours
	Low General questions, requests for information, product enhancements, or administrative requests.	-	3 Business Days	2 Business Hours
Status Update Frequency (Priorities)	Urgent Critical production issue that represents a complete loss of service or data availability. The situation halts your business operations and no workaround exists.	-	1 Business Days	4 Hours
	High Production Support Issue that is materially degrading to the ability to perform the required business functions or access in a timely fashion and no workaround for the Problem is available.	-	2 Business Days	1 Business Day
	Normal Major functionality is impacted, or significant performance degradation is experienced. A workaround may be available.	-	5 Business Days	5 Business Days
	Low General questions, requests for information, product enhancements, or administrative requests.	-	5 Business Days	5 Business Days
Designated Customer Success Manager (CSM Deliverables) A designated CSM that will partner with you to ensure you get maximum value out of the Planet solution, share expert best practices and marshal any resource required to ensure your needs are addressed.		-	-
		Free for Trial and Education and Research Programs	Included with Purchase**	Contact Sales

Basic _{(free for Trial and Education and Research)}
Planet Help Center
Planet Community
Planet School
Maximum Number of Designated Customer Contacts The maximum number of named contacts that can register for access to Planet Support Services.	1
Local Business Hour Access to Technical Support Monday-Friday (excluding holidays) local business hour access to Planet Technical Support.	-
24/7/365 Phone Support for Urgent Issues 24/7/365 access to Planet Technical Support for Urgent issues via dedicated toll-free support line.	-
Target First Response Times (Priorities)
Urgent Critical production issue that represents a complete loss of service or data availability. The situation halts your business operations and no workaround exists.	-
High Production Support Issue that is materially degrading to the ability to perform the required business functions or access in a timely fashion and no workaround for the Problem is available.	-
Normal Major functionality is impacted, or significant performance degradation is experienced. A workaround may be available.	-
Low General questions, requests for information, product enhancements, or administrative requests.	-
Status Update Frequency (Priorities)
Urgent Critical production issue that represents a complete loss of service or data availability. The situation halts your business operations and no workaround exists.	-
High Production Support Issue that is materially degrading to the ability to perform the required business functions or access in a timely fashion and no workaround for the Problem is available.	-
Normal Major functionality is impacted, or significant performance degradation is experienced. A workaround may be available.	-
Low General questions, requests for information, product enhancements, or administrative requests.	-
Designated Customer Success Manager (CSM Deliverables) A designated CSM that will partner with you to ensure you get maximum value out of the Planet solution, share expert best practices and marshal any resource required to ensure your needs are addressed.	-
Free for Trial and Education and Research Programs

Standard _{(included with Purchase)}
Planet Help Center
Planet Community
Planet School
Maximum Number of Designated Customer Contacts The maximum number of named contacts that can register for access to Planet Support Services.	4
Local Business Hour Access to Technical Support Monday-Friday (excluding holidays) local business hour access to Planet Technical Support.
24/7/365 Phone Support for Urgent Issues 24/7/365 access to Planet Technical Support for Urgent issues via dedicated toll-free support line.	-
Target First Response Times (Priorities)
Urgent Critical production issue that represents a complete loss of service or data availability. The situation halts your business operations and no workaround exists.	4 Business Hours
High Production Support Issue that is materially degrading to the ability to perform the required business functions or access in a timely fashion and no workaround for the Problem is available.	8 Business Hours
Normal Major functionality is impacted, or significant performance degradation is experienced. A workaround may be available.	2 Business Days
Low General questions, requests for information, product enhancements, or administrative requests.	3 Business Days
Status Update Frequency (Priorities)
Urgent Critical production issue that represents a complete loss of service or data availability. The situation halts your business operations and no workaround exists.	1 Business Days
High Production Support Issue that is materially degrading to the ability to perform the required business functions or access in a timely fashion and no workaround for the Problem is available.	2 Business Days
Normal Major functionality is impacted, or significant performance degradation is experienced. A workaround may be available.	5 Business Days
Low General questions, requests for information, product enhancements, or administrative requests.	5 Business Days
Designated Customer Success Manager (CSM Deliverables) A designated CSM that will partner with you to ensure you get maximum value out of the Planet solution, share expert best practices and marshal any resource required to ensure your needs are addressed.
Included with Purchase**

Premier
Planet Help Center
Planet Community
Planet School
Maximum Number of Designated Customer Contacts The maximum number of named contacts that can register for access to Planet Support Services.	20
Local Business Hour Access to Technical Support Monday-Friday (excluding holidays) local business hour access to Planet Technical Support.
24/7/365 Phone Support for Urgent Issues 24/7/365 access to Planet Technical Support for Urgent issues via dedicated toll-free support line.
Target First Response Times (Priorities)
Urgent Critical production issue that represents a complete loss of service or data availability. The situation halts your business operations and no workaround exists.	2 Hours
High Production Support Issue that is materially degrading to the ability to perform the required business functions or access in a timely fashion and no workaround for the Problem is available.	4 Business Hours
Normal Major functionality is impacted, or significant performance degradation is experienced. A workaround may be available.	8 Business Hours
Low General questions, requests for information, product enhancements, or administrative requests.	2 Business Days
Status Update Frequency (Priorities)
Urgent Critical production issue that represents a complete loss of service or data availability. The situation halts your business operations and no workaround exists.	4 Hours
High Production Support Issue that is materially degrading to the ability to perform the required business functions or access in a timely fashion and no workaround for the Problem is available.	1 Business Day
Normal Major functionality is impacted, or significant performance degradation is experienced. A workaround may be available.	5 Business Days
Low General questions, requests for information, product enhancements, or administrative requests.	5 Business Days
Designated Customer Success Manager (CSM Deliverables) A designated CSM that will partner with you to ensure you get maximum value out of the Planet solution, share expert best practices and marshal any resource required to ensure your needs are addressed.
Contact Sales

Planet Help Center

Find FAQs, support forums, technical whitepapers, product guides, and more. Easily get in touch with Planet in one click.

Help Center

A laptop showing Planet Developer Reources

Planet Developer Resource Center

Explore Planet's API documentation, references, tutorials, and developer tools - find the technical resources you need to start building with Planet today.

Documentation

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Planet Community

From product discussions to feature requests, engage with Planet experts and other customers in online forums to get rapid answers.

Community

Planet School

Planet School is aimed at data scientists, software engineers, imagery analysts, and more: anyone who is engaged in working with earth observation imagery and interested in learning more about basic EO and geospatial concepts.

You'll find a collection of self-guided tutorials with the information you need to get up to speed on tools and technology that will let you get the most out of Planet's data.

Start Learning