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Support#

Get Help When You Need It

Contact Support#

Email Support#

Response Time:

  • Free tier: Within 48 hours
  • Pro tier: Within 24 hours
  • Enterprise: Within 4 hours (SLA)

In-App Support#

  1. Click Help → Contact Support
  2. Describe your issue
  3. Attach screenshots if helpful
  4. Submit ticket

Self-Service Resources#

Documentation#

Community#

Video Resources#

  • Discord - Get help and watch tutorials

Support Tiers#

Free Tier#

  • Community support (Discord, GitHub)
  • Email support (48-hour response)
  • Documentation access
  • Video tutorials

Pro Tier#

  • Priority email support (24-hour response)
  • All free tier benefits
  • Direct access to support team
  • Feature request priority

Enterprise Tier#

  • Dedicated support manager
  • 4-hour response SLA
  • Phone support
  • Custom training
  • Onboarding assistance

Before Contacting Support#

To help us help you faster:

  1. Check Documentation - Your answer might be in the docs
  2. Search FAQ - Common issues are covered
  3. Check Community - Others may have asked the same question
  4. Gather Information:
    • Error messages
    • Steps to reproduce
    • Screenshots
    • Browser/OS information

Common Support Topics#

Account Issues#

  • Password reset
  • Billing questions
  • Subscription changes
  • Account deletion

Technical Issues#

  • Connection problems
  • Diagram generation errors
  • Export failures
  • Performance issues

Feature Questions#

  • How to use features
  • Best practices
  • Workarounds
  • Feature requests

Enterprise Support#

Enterprise customers get:

  • Dedicated Support Manager - Single point of contact
  • SLA Guarantees - Response time commitments
  • Priority Escalation - Fast-track critical issues
  • Custom Training - Team onboarding
  • Architecture Reviews - Best practice guidance

Contact Support for enterprise support options.

Bug Reports#

Found a bug?

  1. Open an issue
  2. Use the bug report template
  3. Include:
    • Steps to reproduce
    • Expected behavior
    • Actual behavior
    • Screenshots/logs
    • Environment details

Feature Requests#

Have an idea?

  1. Start a discussion
  2. Describe the feature
  3. Explain the use case
  4. Get community feedback

Security Issues#

Important: For security vulnerabilities, email support@ganak.ai directly. Do not post publicly.

We follow responsible disclosure and will:

  • Acknowledge receipt within 24 hours
  • Investigate promptly
  • Provide updates on progress
  • Credit you (if desired) when fixed

Status Page#

Check system status:

  • Check Discord for service status updates
  • Service health
  • Incident history
  • Maintenance schedules

Feedback#

We love feedback! Share your thoughts:

Need immediate help? Join our Discord for real-time support!