> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ensync.cloud/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Policy

> EnSync customer support guidelines and commitments

## Overview

EnSync is committed to providing excellent support to help you succeed with partner integrations. This policy outlines our support offerings, response commitments, and how to get help.

## Support Channels

### Email Support

All EnSync customers have access to email support:

**Email**: [support@ensync.cloud](mailto:support@ensync.cloud)

**What to Include:**

* App name or workspace ID
* Description of the issue
* Error messages or logs
* Timestamp when issue occurred
* Steps to reproduce (if applicable)

### Enterprise Support

Enterprise customers receive enhanced support:

* **Direct Founder Access**: Work directly with EnSync founders
* **Priority Response**: Expedited handling of critical issues
* **Dedicated Channel**: Private communication channel for your team
* **Proactive Monitoring**: We monitor your integration health

## Support Coverage by Plan

| Plan           | Support Channel        | Response Target | Coverage       |
| -------------- | ---------------------- | --------------- | -------------- |
| **Starter**    | Email                  | 48 hours        | Business hours |
| **Startup**    | Email                  | 48 hours        | Business hours |
| **Scaleup**    | Email                  | 24 hours        | Business hours |
| **Enterprise** | Email + Founder Access | 5 hours         | Extended hours |

<Note>
  Business hours: Monday-Friday, 9 AM - 6 PM PST (excluding holidays)
</Note>

## What We Support

### Covered Support Topics

✅ **Platform Issues:**

* Event delivery failures
* SDK connection problems
* Dashboard access issues
* API errors

✅ **Integration Guidance:**

* SDK implementation questions
* Event schema design
* Partner integration assistance
* Best practices and architecture advice

✅ **Troubleshooting:**

* Debugging event delivery issues
* Permission and access control problems
* Performance optimization
* Log analysis and interpretation

✅ **Account Management:**

* Billing questions
* Plan upgrades/downgrades
* Feature requests
* SLA inquiries

### Not Covered

❌ **Custom Development:**

* Writing integration code for you
* Building custom features outside our roadmap
* Third-party system integration (unless Enterprise)

❌ **Third-Party Issues:**

* Partner's system problems
* External API failures
* Client infrastructure issues

❌ **Training:**

* Formal training sessions (available for Enterprise - see below)
* On-site consulting (available separately)

<Info>
  **Enterprise Training**: Enterprise customers can request training sessions by emailing [support@ensync.cloud](mailto:support@ensync.cloud) with subject "Training Request:"
</Info>

## Response Commitments

### Response Time Commitments

**Starter Plan:**

* Initial response within 48 business hours
* Critical issues prioritized

**Startup Plan:**

* Initial response within 48 business hours
* Critical issues prioritized

**Scaleup Plan:**

* Initial response within 24 business hours
* Critical issues prioritized

**Enterprise Plan:**

* Initial response within 5 business hours
* Critical issues: Immediate escalation to founders
* Dedicated founder access for urgent matters

## Severity Levels

We categorize issues by severity to prioritize response:

### Critical (P0)

* Platform completely unavailable
* All events failing to deliver
* Data loss or corruption
* Security breach

### High (P1)

* Significant feature unavailable
* Major performance degradation
* Multiple partners affected
* Workaround not available

### Medium (P2)

* Feature partially unavailable
* Performance issues affecting some users
* Workaround available
* Single partner affected

### Low (P3)

* Minor issues or questions
* Feature requests
* Documentation clarifications
* General inquiries

## Getting the Best Support

### Before Contacting Support

1. **Check Documentation**: Review our docs for solutions
2. **Review Logs**: Check the Logs dashboard for error details
3. **Test Credentials**: Verify appKey and appSecret are correct
4. **Check Platform Health**: Visit [EnSync Messaging Engine](https://node.gms.ensync.cloud/health) for system status

### When Contacting Support

**Provide Context:**

* What were you trying to do?
* What happened instead?
* When did it start happening?
* Is it still happening?

**Include Details:**

* App name or ID
* Event names involved
* Error messages (full text)
* Timestamps (with timezone)
* Screenshots (if relevant)

**Share Logs:**

* Export relevant logs from Dashboard
* Include 15-30 minutes before/after the issue
* Highlight specific error entries

## Escalation Process

If you're not satisfied with the support response:

1. **Reply to Support Email**: Ask for escalation
2. **Request Manager Review**: We'll escalate to senior support
3. **Enterprise Customers**: Contact founders directly
4. **Executive Escalation**: For unresolved critical issues, email [founders@ensync.cloud](mailto:founders@ensync.cloud)

## Self-Service Resources

### Documentation

* **Guides**: Step-by-step integration tutorials
* **API Reference**: Complete API documentation
* **SDK Docs**: Node.js and Python SDK guides
* **How-To**: Practical guides for common tasks

### Dashboard Tools

Access the EnSync Dashboard for self-service management:

**Events Management:**

* [Event Dashboard](https://ensync.cloud/dashboard?tab=event)
* View and manage event definitions

**Apps Management:**

* [Apps Dashboard](https://ensync.cloud/dashboard?tab=apps)
* Create and manage apps, credentials, and permissions

**Integrations Management:**

* [Integrations Dashboard](https://ensync.cloud/dashboard?tab=integrations)
* View connected partners and developer portals

**Logs Monitoring:**

* [EnSync Logs](https://ensync.cloud/logs)
* Real-time activity monitoring and troubleshooting

### Community (Coming Soon)

* Community forum for peer support
* Example code and integration patterns
* Best practices from other users

## Feature Requests

We welcome feature requests from all customers:

**How to Submit:**

1. Email [support@ensync.cloud](mailto:support@ensync.cloud) with subject "Feature Request"
2. Describe the use case and business need
3. Explain how it would help your integration

**What Happens:**

* We review all feature requests
* Enterprise customers get priority consideration
* We'll update you on roadmap inclusion
* Some features may be available as custom development

## Support Hours

### Standard Support (All Plans)

* **Hours**: Monday-Friday, 9 AM - 6 PM PST
* **Holidays**: US federal holidays excluded
* **After Hours**: Emails received outside hours will be addressed next business day

### Enterprise Support

* **Extended Hours**: Monday-Friday, 6 AM - 9 PM PST
* **Weekend**: Critical issues only
* **Holidays**: Emergency support available

## Emergency Support

For **critical production issues** outside business hours:

**Enterprise Customers:**

* Use your dedicated emergency contact
* Founders available for critical outages

**Other Plans:**

* Email [support@ensync.cloud](mailto:support@ensync.cloud) with subject "URGENT"
* We monitor for critical issues 24/7
* Response during next business hours unless platform-wide outage

## Feedback

We continuously improve our support based on your feedback:

* Rate your support experience
* Suggest improvements
* Share what worked well

Email feedback to: [support@ensync.cloud](mailto:support@ensync.cloud)

## Contact Information

**General Support**: [support@ensync.cloud](mailto:support@ensync.cloud)

**Enterprise Support**: Your dedicated channel + [founders@ensync.cloud](mailto:founders@ensync.cloud)

**Billing**: [billing@ensync.cloud](mailto:billing@ensync.cloud)

**Security Issues**: [security@ensync.cloud](mailto:security@ensync.cloud)

***

*Last Updated: October 2025*