Getting help & support¶
How to get unblocked, and what to expect from each channel.
Before you open a ticket¶
- Search these docs (top bar) and the glossary.
- Check
GET /healthand Observability for deployment issues. - Capture the
request_idfrom any error response (see Errors).
Channels¶
| Channel | For | Who |
|---|---|---|
| Documentation | Self-service how-tos and reference | Everyone |
| Community | Questions, best practices | Free / Pro |
| Email support | Product issues, account, billing | Pro and above |
| Dedicated CSM + SLA | Priority incidents, onboarding | Enterprise |
| [email protected] | Security issues in Vex Raptor itself | Everyone — see disclosure |
Support SLAs (enterprise)¶
Target first-response times by severity. Replace with your contracted terms.
| Severity | Definition | First response |
|---|---|---|
| S1 — Critical | Production down / security incident | <quarter/contract> |
| S2 — High | Major feature broken, no workaround | <contract> |
| S3 — Normal | Degraded or question | <contract> |
| S4 — Low | Cosmetic / feature request | <contract> |
Fill in with real terms
These are placeholders. Publish only the response times you actually commit to in the enterprise contract.
What to include in a report¶
- Version/image tag and deployment type (Docker/K8s, self-hosted/air-gap).
- Steps to reproduce and expected vs actual behavior.
- The
request_idand relevant (redacted) logs. - Scope: which org, whether it affects one user or all.
Status¶
Service and instance health: status / health endpoint.