Contact Support

How to get in touch with our support team

We’re here to help! Choose the support channel that best fits your needs.

Support Channels by Plan

Email Support

support@example.com

Response Times:

• Pro Plan: Within 24 hours (business days)
• Enterprise Plan: Within 4 hours (24/7)

What to Include:

• Clear description of the issue
• Steps to reproduce
• Expected vs actual behavior
• Error messages and stack traces
• Request ID (from API response headers)
• Code samples (sanitized, no API keys)
• Screenshots if applicable

Example Good Support Email

Subject: 429 Rate Limit Error Despite Low Usage

Hello,

I'm experiencing rate limit errors (429) even though I'm only 
making ~50 requests per minute on a Pro plan (600/min limit).

Error:
{
  "error": {
    "code": "rate_limit_exceeded",
    "message": "Rate limit exceeded"
  }
}

Request ID: req_abc123xyz789
Account: acct_demo_user
Time: 2025-03-01 14:30:00 UTC

Steps to reproduce:
1. Make 50 requests to GET /v1/resources
2. All requests within 1 minute
3. Error occurs on request #51

Expected: Should not hit rate limit until 600 requests
Actual: Rate limit at ~50 requests

Environment:
- Python 3.9
- example-sdk v2.1.0
- Running on AWS Lambda

Thank you!

Community Forum

community.example.com

Perfect for:

• General questions
• Best practices discussions
• Feature requests
• Sharing tips and tricks
• Finding code examples

Forum Categories:

• General Discussion
• API Questions
• SDK Help
• Feature Requests
• Show and Tell

Live Chat

Available for Enterprise customers

• Monday - Friday, 9 AM - 5 PM ET
• Access via dashboard
• Average response time: < 2 minutes

Phone Support

Available for Enterprise customers

US: +1 (800) 555-0100
UK: +44 20 7946 0958
APAC: +65 6808 7000

Available 24/7 for critical issues.

Bug Reports

GitHub Issues: github.com/example/issues

For reporting bugs in:

• API behavior
• SDK issues
• Documentation errors
• CLI tool problems

Issue Template:

## Description
Brief description of the bug

## Steps to Reproduce
1. Step one
2. Step two
3. Step three

## Expected Behavior
What should happen

## Actual Behavior
What actually happens

## Environment
- OS: macOS 14.0
- Language: Python 3.11
- SDK Version: 2.1.0
- API Version: v1

## Additional Context
Any other relevant information

Security Issues

DO NOT post security issues publicly

Email: security@example.com

Expected response: Within 24 hours

Include:

• Description of the vulnerability
• Proof of concept (if available)
• Potential impact
• Steps to reproduce
• Suggested fix (optional)

We follow responsible disclosure practices and may offer bug bounties for qualifying vulnerabilities.

Feature Requests

Methods:

1. Community Forum: community.example.com/features
2. GitHub Discussions: github.com/example/discussions
3. Email: feedback@example.com

What to Include:

• Use case description
• Problem you’re trying to solve
• Proposed solution
• Why existing features don’t work
• Expected impact

Status Updates

Status Page: status.example.com

• Current system status
• Incident history
• Scheduled maintenance
• Performance metrics

Subscribe to notifications:

• Email
• SMS
• Slack
• Webhook

Social Media

• Twitter/X: @ExampleAPI
• Discord: discord.gg/example
• LinkedIn: linkedin.com/company/example

Follow for:

• Product updates
• Tips and tricks
• Community highlights
• Event announcements

Office Hours

Virtual office hours for Enterprise customers

Every Thursday, 2-3 PM ET

• Live Q&A with engineering team
• Demo new features
• Discuss best practices
• Architecture reviews

Register: example.com/office-hours

Documentation Feedback

Found an error in our docs?

• Click “Edit this page” at the bottom of any doc
• Submit a pull request
• Or email: docs@example.com

Training and Onboarding

Available for Enterprise customers

• Custom training sessions
• Architecture consultations
• Best practices workshops
• Integration assistance

Contact your account manager to schedule.

Support Hours

Expected Response Times

Email Support

Phone Support (Enterprise Only)

All severities: Immediate answer

Escalation Process

If your issue isn’t being resolved:

Pro Plan:

1. Email support with “ESCALATION” in subject
2. Include original ticket number
3. CC: escalations@example.com

Enterprise Plan:

1. Contact your account manager
2. Or call escalation hotline: +1 (800) 555-0199

Self-Service Resources

Before contacting support, check:

1. Documentation: docs.example.com
2. FAQ: FAQ page
3. Troubleshooting Guide: Troubleshooting
4. Status Page: status.example.com
5. Community Forum: community.example.com

Language Support

We provide support in:

• English (all plans)
• Spanish (Enterprise)
• French (Enterprise)
• German (Enterprise)
• Japanese (Enterprise)
• Mandarin (Enterprise)

Feedback

Help us improve! Rate your support experience:

After each interaction, you’ll receive a survey. Your feedback helps us improve our support quality.

Legal and Compliance

For legal, privacy, or compliance questions:

• Legal: legal@example.com
• Privacy: privacy@example.com
• Compliance: compliance@example.com
• Data Protection Officer: dpo@example.com

Partnership Inquiries

Interested in partnering with us?

• Technology Partners: partners@example.com
• Resellers: resellers@example.com
• Affiliates: affiliates@example.com

Need help right now?

Choose the best option for your plan:

• 📚 Browse Documentation
• 💬 Ask Community
• 📧 Email Support (Pro & Enterprise)
• 📞 Call Support (Enterprise only)