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Channels

Email support

hello@getsly.ai — integration questions, account issues, anything with a request ID.

Docs GitHub

Open an issue for docs errors, typos, or missing content.

Dashboard chat

Intercom chat inside the dashboard, bottom-right. Fastest for account-specific issues.

Status

Platform status + incident history. Public status page coming soon.

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What to include in a support ticket

We resolve tickets ~10x faster when they include the full context upfront. Include:
  1. request_id from the failing response (every error carries one)
  2. Environment — test or live
  3. Endpoint and method — POST /v1/transfers etc.
  4. Exact time range of the issue (UTC, ISO 8601 preferred)
  5. Your tenant ID — from GET /v1/context
  6. Reproduction steps — ideally a curl command that fails
  7. What you expected vs. what happened
Never include full API keys, agent tokens, or private keys in a ticket. A request ID + tenant ID is enough for us to pull traces. If we need something more, we’ll ask via a secure channel.

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Severity and response times

SeverityDefinitionFirst responseResolution target
1Production down, money at risk<30 min<4 hours
2Production degraded, some flows failing<2 hours<1 business day
3Non-blocking bug, workaround exists<1 business day<1 week
4Feature request, general question<3 business days—
Severity is triaged by our on-call; flag severity 1 with “URGENT” in the subject. Enterprise plans include:
  • Dedicated Slack Connect channel
  • Named customer success engineer
  • 24/7 on-call phone escalation
  • Custom SLA on top of the table above
Contact sales@getsly.ai.

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Agentic support (Intercom Fin)

The dashboard includes an AI support agent that can answer common integration questions, fetch recent errors for your tenant, and escalate to humans when it’s stumped. For quick “where do I find X?” questions, try it first — it’s faster than a ticket.

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Security disclosures

Found a security issue? Do not open a public GitHub issue. Email security@getsly.ai with details. We respond within 24 hours and follow a coordinated disclosure process.

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Bug bounty

Sly runs a private bug bounty program. Once you report a valid issue via security@, you’ll receive an invitation with scope and reward tiers.

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Feedback

If this documentation is missing something, unclear, or wrong, open a GitHub issue or Slack us in #docs-feedback. Documentation debt is real debt; we treat doc bugs as P2.