Support
Get the help you need to successfully deploy and operate UAPK Gateway.
Support Tiers
- Community
Free support for all users
- GitHub Discussions
- Community forums
- Documentation
- Best-effort response
- Pro Support
Included with Pro plan
- Email support
- 24-hour response (business days)
- Slack community access
- Priority bug fixes
- Enterprise Support
Included with Enterprise plan
- Dedicated support engineer
- 4-hour response (critical)
- Phone support
- Custom SLA
- Quarterly reviews
Response Times
| Severity | Pro | Enterprise |
|---|---|---|
| Critical (P1) | 24 hours | 4 hours |
| High (P2) | 48 hours | 8 hours |
| Medium (P3) | 5 business days | 24 hours |
| Low (P4) | Best effort | 5 business days |
Severity Definitions
| Severity | Definition | Example |
|---|---|---|
| P1 - Critical | Service completely unavailable | Gateway down, data loss |
| P2 - High | Major feature impaired | Approvals not working |
| P3 - Medium | Minor feature issue | Dashboard UI bug |
| P4 - Low | Question or enhancement | How-to questions |
Service Level Agreements
Uptime SLA
| Plan | Uptime | Monthly Credits |
|---|---|---|
| Free | - | - |
| Pro | 99.9% | 10% for each 0.1% below |
| Enterprise | 99.99% | Negotiated |
SLA Calculation
Monthly Uptime = (Total Minutes - Downtime Minutes) / Total Minutes × 100
Downtime is measured from gateway health check failures.
Support Channels
GitHub Issues
For bug reports and feature requests:
- Search existing issues
- Create a new issue with details
- Include reproduction steps
- Attach relevant logs
Email Support
For Pro and Enterprise customers:
- Pro: [email protected]
- Enterprise: Dedicated email address
Include in your request:
- Organization name
- Environment (Cloud/Self-hosted)
- Issue description
- Steps to reproduce
- Expected vs actual behavior
- Relevant logs or screenshots
Phone Support
Enterprise customers have access to phone support:
- Hours: 24/7 for P1/P2 issues
- Access: Provided during onboarding
Slack Community
Join our Slack community for:
- Real-time discussions
- Community support
- Product updates
- Networking
Enterprise Support Features
Dedicated Support Engineer
Enterprise customers are assigned a dedicated support engineer who:
- Knows your deployment
- Provides proactive guidance
- Coordinates escalations
- Attends QBRs
Quarterly Business Reviews
Regular reviews covering:
- Usage metrics
- Incident review
- Roadmap preview
- Best practices
- Optimization opportunities
Custom Integrations
Support for custom integrations:
- SIEM integration
- Custom webhooks
- SSO configuration
- API customization
Self-Service Resources
Documentation
Comprehensive documentation for all features:
Status Page
Monitor service status:
- status.uapk.info
- Subscribe to updates
- Incident history
Release Notes
Stay updated on releases:
- Changelog
- Email notifications (opt-in)
Training
Self-Paced
- Documentation tutorials
- Video walkthroughs
- Example configurations
Instructor-Led (Enterprise)
- Operator training
- Admin training
- Security training
- Custom workshops
Escalation Path
Pro Support
- Email support ticket
- Engineering escalation (if needed)
- Management escalation (if needed)
Enterprise Support
- Dedicated support engineer
- Support manager
- VP Engineering
- Executive sponsor
Contact
| Need | Contact |
|---|---|
| Sales | [email protected] |
| Support | [email protected] |
| Security | [email protected] |
| Partnerships | [email protected] |
Related
- Pricing - Plan comparison
- Pilot Program - Guided implementation
- Documentation - Self-service resources