Answered by the team
The people who build Tella, co-founders included. No outsourced first line.
Support from the people who build Tella
Real answers from our team, usually within a few hours.
Support in numbers
October 2026, in business hours. Our goal is to reply within 1 to 2 business days.
2h 39m
Median first reply
8h 37m
Median resolution
95%
Positive ratings
569
Conversations
Median first reply by quarter, 2026
- Q16h 44m
- Q25h 17m
- Q34h 11m
- Q4 so far2h 24m
How we do support
We look before we ask
We check your account and logs first, so we rarely need more details.
A person sends every reply
AI helps us dig through logs. A person writes back.
Bugs reach engineers
Whoever replies can fix the code.
Frequently asked questions
Sign in and open a ticket at tella.tv/tickets, or click ? → Get support in Tella. Can't sign in? Email support@tella.com.
In October 2026, the median first reply took 2h 39m of business hours and the median resolution 8h 37m. Our goal is to reply within 1 to 2 business days.
Monday to Friday. We monitor Tella 24/7, and the AI assistant answers questions anytime.
The AI assistant answers simple questions instantly. Choose Talk to a human and a person on the team replies.
Yes, on Enterprise. Request one and we'll set it up.
Tella gives a full refund within 14 days of your first paid purchase. See the refund policy.
At status.tella.com.