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Support

Get help when you need it through multiple support channels.

Support Channels​

STAN (AI Assistant)​

Your first stop for help - available 24/7 in the platform:

  • Click the STAN icon in the bottom-right corner
  • Ask questions about platform features
  • Get troubleshooting help
  • Receive code examples and tutorials
  • Available immediately, no wait time

Best For:

  • How-to questions
  • Troubleshooting guidance
  • Learning platform features
  • Code examples

Email Support​

Contact our support team via email:

Email: support@strongly.ai

Response Times:

  • Critical Issues: 1 hour (24/7)
  • High Priority: 4 hours (business hours)
  • Normal Priority: 24 hours (business hours)
  • Low Priority: 48 hours (business hours)

Best For:

  • Account and billing issues
  • Security concerns
  • Bug reports
  • Feature requests
  • Complex technical issues

In-Platform Support​

Submit tickets directly from the platform:

  1. Click your profile icon
  2. Select Help & Support
  3. Click Submit Ticket
  4. Fill out support form:
    • Issue category
    • Priority level
    • Detailed description
    • Screenshots (optional)
  5. Submit ticket

Benefits:

  • Includes platform context automatically
  • Attach screenshots easily
  • Track ticket status
  • View support history

Documentation​

Comprehensive documentation available at:

  • This documentation site
  • In-platform help articles
  • Video tutorials
  • API reference docs

Best For:

  • Self-service learning
  • Reference material
  • Best practices
  • API documentation

Issue Priority Levels​

Critical (P0)​

Definition: Platform is down or unusable for all users

Examples:

  • Platform completely unavailable
  • Data loss or corruption
  • Security breach

Response: 1 hour, 24/7

High (P1)​

Definition: Major functionality broken, affecting multiple users

Examples:

  • Cannot deploy applications
  • Workflow execution failing
  • Authentication issues

Response: 4 hours, business hours

Normal (P2)​

Definition: Feature not working as expected, workaround available

Examples:

  • UI bug with workaround
  • Performance degradation
  • Integration issue

Response: 24 hours, business hours

Low (P3)​

Definition: Minor issue, cosmetic problem, or feature request

Examples:

  • Typo in UI
  • Feature enhancement request
  • Documentation improvement

Response: 48 hours, business hours

What to Include in Support Requests​

Required Information​

Always include:

  • Description: Clear description of the issue
  • Steps to Reproduce: How to recreate the problem
  • Expected Behavior: What should happen
  • Actual Behavior: What actually happens
  • Impact: How this affects your work

Helpful Information​

If applicable, include:

  • Error Messages: Full text of error messages
  • Screenshots: Visual representation of the issue
  • Logs: Relevant log entries
  • Environment: Which environment (dev/staging/prod)
  • Timing: When did issue start occurring
  • Frequency: How often does it happen

For Performance Issues​

Include:

  • Resource IDs (app ID, workflow ID, etc.)
  • Time of occurrence
  • Expected vs. actual performance
  • Any recent changes

For Security Issues​

Do not include sensitive data in ticket

Instead:

  • Describe issue generally
  • Indicate you have sensitive info to share
  • Support will provide secure method to share

Support Hours​

Business Hours​

  • Monday - Friday: 9 AM - 6 PM EST
  • Weekends: Emergency support only
  • Holidays: Emergency support only

After-Hours Support​

Critical issues (P0) supported 24/7:

  • Platform outages
  • Security incidents
  • Data loss

Non-critical issues will be queued for next business day.

Service Level Agreements (SLA)​

Response Time SLA​

PriorityFirst ResponseBusiness Hours
Critical (P0)1 hour24/7
High (P1)4 hoursBusiness hours
Normal (P2)24 hoursBusiness hours
Low (P3)48 hoursBusiness hours

Resolution Time Targets​

Target times, not guaranteed:

PriorityTarget Resolution
Critical (P0)4 hours
High (P1)24 hours
Normal (P2)5 business days
Low (P3)10 business days

Escalation Process​

If issue is not being resolved satisfactorily:

  1. Reply to ticket requesting escalation
  2. Include reason for escalation
  3. Ticket escalated to senior support engineer
  4. Manager notified if resolution delayed
  5. Executive escalation for critical issues

Status Page​

Check platform status anytime:

URL: status.strongly.ai

View:

  • Current platform status
  • Ongoing incidents
  • Scheduled maintenance
  • Historical uptime
  • Subscribe to status updates

Community Resources​

GitHub Discussions​

Ask questions and share knowledge:

  • Platform tips and tricks
  • Integration examples
  • Community support

Blog​

Stay updated on:

  • New features
  • Best practices
  • Use case examples
  • Technical deep dives

Feedback​

We value your feedback:

Feature Requests​

Submit feature requests via:

  • Support ticket
  • In-platform feedback form
  • GitHub discussions

Bug Reports​

Report bugs via:

  • Support ticket (preferred)
  • Email support
  • In-platform bug report

General Feedback​

Share feedback about:

  • Platform usability
  • Documentation quality
  • Support experience
  • Feature priorities

Documentation Version​

Version: 1.0.0 Last Updated: November 2024

tip

For fastest resolution, try STAN first for how-to questions. For account, billing, or security issues, contact support directly via email or in-platform ticket.