> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getsly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> How to get help and what to include in your ticket.

## Channels

<CardGroup cols={2}>
  <Card title="Email support" icon="envelope" href="mailto:hello@getsly.ai">
    `hello@getsly.ai` — integration questions, account issues, anything with a request ID.
  </Card>

  <Card title="Docs GitHub" icon="github" href="https://github.com/Sly-devs/sly/issues">
    Open an issue for docs errors, typos, or missing content.
  </Card>

  <Card title="Dashboard chat" icon="comment" href="https://app.getsly.ai">
    Intercom chat inside the dashboard, bottom-right. Fastest for account-specific issues.
  </Card>

  <Card title="Status" icon="heart-pulse" href="/resources/status">
    Platform status + incident history. Public status page [coming soon](/resources/coming-soon).
  </Card>
</CardGroup>

## 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**

<Warning>
  **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.
</Warning>

## Severity and response times

| Severity | Definition                              | First response    | Resolution target |
| -------- | --------------------------------------- | ----------------- | ----------------- |
| **1**    | Production down, money at risk          | \<30 min          | \<4 hours         |
| **2**    | Production degraded, some flows failing | \<2 hours         | \<1 business day  |
| **3**    | Non-blocking bug, workaround exists     | \<1 business day  | \<1 week          |
| **4**    | Feature request, general question       | \<3 business days | —                 |

Severity is triaged by our on-call; flag severity 1 with "URGENT" in the subject.

## Paid support plans

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](mailto:sales@getsly.ai).

## 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.

## 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.

## 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.

## 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.