Contact Support

Get help from the BlockSecOps support team.

Support Channels

By Plan

Plan	Channels	Response Time
Free	Documentation, Community	Best effort
Developer	Email	2 business days
Startup	Priority email	1 business day
Professional	Email + Chat	4 hours
Enterprise	Dedicated support	Per SLA

Email Support

Contact

Email: [email protected]

What to Include

For fastest resolution, include:

Account email
Issue description
- What you expected
- What happened
- Error messages (exact text)
Steps to reproduce
Relevant IDs
- Scan ID
- Contract ID
- Request ID (from API)
Screenshots (if UI issue)
Request/response (if API issue)

Email Template

Subject: [Issue Type] Brief description

Account: [email protected]
Plan: Developer

Issue:
I expected X but Y happened.

Steps to Reproduce:
1. Go to...
2. Click...
3. Error appears

Error Message:
"Exact error text here"

IDs:
- Scan ID: scan_abc123
- Contract ID: contract_xyz

Additional Info:
- Browser: Chrome 120
- OS: macOS 14

Live Chat

Availability

Plans: Professional, Enterprise
Hours: Monday-Friday, 9 AM - 6 PM EST
Access: Click chat icon in bottom-right corner

Best For

Quick questions
Urgent issues
Guidance on features
Billing questions

Enterprise Support

Dedicated Support

Enterprise customers receive:

Named Customer Success Manager
Technical Account Manager (optional)
Direct Slack/Teams channel (optional)
Phone support
Custom SLAs

Contact Your Team

Check welcome email for contacts
Use dedicated support channel
Escalation path provided in contract

Community Support

Discord

Join our Discord community:

Ask questions
Share experiences
Get tips from other users
Early access to features

GitHub

For documentation issues:

Report documentation bugs
Suggest improvements
Submit corrections

Self-Service Resources

Before contacting support, try:

Documentation

FAQ - Common questions
Troubleshooting - Issue guides
Platform Guide - How-to guides

Status Page

Check for known issues:

Platform status
Scheduled maintenance
Incident history

Reporting Security Issues

Security Vulnerabilities

Do not report via public channels.

Email: [email protected]

Include:

Vulnerability description
Steps to reproduce
Potential impact
Your contact info

We respond within 24 hours.

Bug Bounty

Qualifying security issues are eligible for rewards:

Critical: Up to $10,000
High: Up to $5,000
Medium: Up to $1,000

Feedback and Feature Requests

Product Feedback

We value your input:

Email: [email protected]
In-app: Use feedback button
Community: Discord #feature-requests

Feature Requests

Include:

Use case description
Expected behavior
Business impact
Current workaround (if any)

Billing Support

Billing Questions

Plan changes
Invoice issues
Payment problems
Refund requests

Email: [email protected]

Include:

Account email
Invoice number (if applicable)
Issue description

Response Times

Standard Response Times

Priority	Response	Resolution Target
Critical	4 hours	24 hours
High	8 hours	48 hours
Medium	1 day	5 days
Low	2 days	Best effort

What's Critical?

Platform completely unusable
Security vulnerability
Data loss risk
Production blocking issue

Escalation

If you need to escalate:

Reply to support ticket
Mark as "Urgent"
Explain business impact
Request escalation

Support Hours

Standard Support

Monday - Friday
9 AM - 6 PM EST
Excluding US holidays

Enterprise Support

As defined in SLA
May include:
- 24/7 coverage
- Weekend support
- Holiday coverage

Tips for Faster Resolution

Do

Provide all relevant details upfront
Include exact error messages
Share steps to reproduce
Respond promptly to questions
Be specific about expected vs actual behavior

Don't

Submit multiple tickets for same issue
Omit error messages
Assume we can see your screen
Wait to provide requested info

After Resolution

Feedback

After your issue is resolved:

Rate your experience
Provide feedback
Help us improve

Knowledge Base

Your issue may help others:

We may add to documentation
Anonymous case studies
Community FAQ updates