Contact

Three routes, and what each one is for

A ticket is the right answer more often than people expect, because it carries the deploy identifier and leaves a record both sides can read later.

Open a ticket

How to reach us

Email [email protected]

which route

Which one to use

Ticket Anything technical, anything with a build id
Email Sales, accounts and anything with an attachment
Status page Before any of the above, if something just broke

What you can hold us to

The first figure is a response from somebody who can act, not an automatic acknowledgement.

Priority	What it means	First response	Updates
Critical	Production is down	15 minutes	Every 30 minutes
High	Degraded, or deploys are failing	1 hour	Every 2 hours
Normal	A question, or something not urgent	4 working hours	Daily
Low	Billing, accounts, a feature request	1 working day	As it moves

Every figure here is the one in the agreement. A figure on a page that is not in the contract is marketing.

Before you open a ticket

$ keel support bundle --service web
	collected  build log, deploy events, 500 log lines
	written    keel-support-7f3a.tar.gz

# attach that to the ticket and skip two rounds of questions.