We use Slack for all support. For urgent matters, a shortcut in Slack alerts the entire team.
Urgent requests should be limited to outages, critical security issues, or workflow-blocking concerns — your site is literally offline or something is broken to the degree that you cannot work.
All urgent requests should be submitted to the #newspack-help channel using the “Site Down or Urgent” shortcut at the top of the channel. You may have to hover over the name of the channel to see the links bar.
Include as many details as you can in the resulting thread.
The Newspack team is available to address critical issues Monday through Friday between 5 a.m. and 10 p.m. U.S. Eastern Time, and on Saturday and Sunday generally from 9 a.m. to 5 p.m. U.S. Eastern Time.
For urgent issues at other times, WordPress.com Happiness Engineers are available to provide support via email at newspack-support@automattic.com. They have limited knowledge of Newspack’s functionality and only can help with outages and interruptions that are specific to WordPress.