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CLIENT AREA · SHEET 03
Support
FIG. 01
Write to us
One address, read by the engineers who run your nodes. Send from whichever address suits you and reply in your own inbox: the whole exchange stays in a single thread there, so you always have the full history without signing in anywhere.
CHANNEL
EMAIL
THREAD
■ IN YOUR INBOX
FIG. 02
What to tell us
None of this is required. It is simply what turns a first reply into an answer rather than a question back.
SPEC 01
Which node
- The chain and region, as they appear on your Overview.
- The node id if you have it, from the address bar on that node's page.
- Which endpoint you were calling, if you run more than one.
SPEC 02
What you saw
- The error text verbatim, pasted rather than described.
- The request that produced it, if there is one.
- Whether it is every call or some calls. That difference decides where we look first.
SPEC 03
When
- Timestamps with a timezone. "This morning" costs a round trip.
- Whether it is still happening as you write.
- When it last worked, if you know.
SPEC 04
Anything billing
- The invoice number from your Account page.
- For a renewal or a change of term, the node it applies to.
- Nothing about payment methods by email. We will send a secure route.
FIG. 03
Other ways through
Email is the one that reaches everyone and leaves you a record. If you would rather talk, the contact page lists the other channels. What we commit to on response and uptime is set out in theservice level agreement.