Docker Support

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Whether you have a Pro license or a Docker Business subscription, we got you covered.

 

Personal

Pro

Team

Business

 

Pro

Team

Business

Premium

  Support for Docker Hub, latest version of Docker Desktop, auto-builds, and scanning. Support for Docker Hub, latest version of Docker Desktop, auto-builds, scanning, audit logs, and RBAC. Support for Docker Hub, latest version of Docker Desktop, auto-builds, scanning, and RBAC Available as an Add-On for Docker Business customers only.
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Support Hours   24x5 24x5 24x5 24x7
Initial Response in Business Days 5 days 2 days 1 day 4 hours
Authorized Users with Customer Support Access 1 3 5 20 per 1,000 seats
Community Support  
24x7 Customer Portal
Web-Based Case Submission
Priority Case Routing    
Proactive Case Monitoring    
Remote Troubleshooting Sessions      
Scheduled Account Health Check/Reviews      
Post-Incident Root Cause Analysis Report      
Dedicated Customer Success Manager      
Dedicated Technical Account Manager      
Dedicated Solutions Architect/Engineer      
         

Service Level Agreement & Terms

 

 

Hours of Operation

Docker offers support Monday through Friday, 8:00-16:00 CDT.

SLA Details by Subscription

The SLA times listed below are the time frames in which you can expect the first response. Support will make a best effort to resolve any issues to your satisfaction as quickly as possible. However, the SLA times are not to be considered as an expected time-to-resolution.

Personal
Pro
Team
Business

If you are a Pro, Team, or Business customer, you can request for support on the following types of issues related to usage of Docker Desktop:

  • Desktop upgrade issues
  • Desktop installation issues
  • Enabling virtualization in BIOS
  • Enabling Windows features
  • Installation crashes
  • Failure to launch Docker Desktop on first run
  • Usage issues
  • Configuration issues
  • Crash closing software
  • Docker Desktop not behaving as expected
Other Details:

We normally keep tickets open until full resolution; however, we do end up in situations where a request/bug has to be escalated to our engineering teams over extended periods. In the event of this scenario, we will close out the support ticket as ‘Solved’ even if the underlying issue is not resolved. If your team responds to any ticket we’ve marked as ‘Solved’, the ticket will reopen with your latest comment. Please include logs, steps taken, and any relevant information (e.g., environment, architecture, etc.).

Code of Conduct:

https://github.com/docker/code-of-conduct

Any ticket containing content that violates our code of conduct will be closed and you will be asked to resubmit your ticket.

Password Resets:

You can trigger a password reset at the following URL: https://id.docker.com/reset-password

Restoring Deleted Data:

Docker will consider restoration requests only when the request is for a project or group that is part of a paid Team or Business subscription, and one of the following is true:

  • The data was deleted due to a Docker bug/issue
  • The organization’s contract includes a specific provision
Log/IP Access Requests

Due to legal/privacy laws and for the security of our other customers, Docker does not provide raw logs, IP addresses, or other information requests related to our customers.