Support
Convox offers community support for all users and commercial support for Pro and Enterprise plan subscribers.
Community Support
Community support is available on the Convox Community forums. The Convox team monitors the forum and answers questions on a best-effort basis, but responses are not guaranteed.
The community forum is a good resource for:
- General questions about Convox features
- Troubleshooting deployment issues
- Sharing configurations and best practices
- Feature requests and discussions
Commercial Support
Commercial support is available through the Support tab in Convox Console. Support tickets are handled by the Convox engineering team.
Support Tiers
| Feature | Pro | Enterprise |
|---|---|---|
| Support tickets via Console | Yes | Yes |
| Response time | 1 US business day | 1 US business day |
| Urgent tickets (1-hour response) | No | Yes |
| Private chat room | No | Yes |
Creating a Support Ticket
From the Console, navigate to the Support tab in your organization and click New Ticket. Each ticket requires:
- Type: Question, Problem, or Feature Request
- Priority: Low or High (Enterprise plans can also select Urgent)
- Subject: Brief description of the issue
- Description: Detailed information about the problem or question
Urgent tickets page the on-call Convox engineer and guarantee a response within 1 hour. Use this priority only for production-impacting incidents. Urgent priority is available to Enterprise plan subscribers only.
Ticket Lifecycle
Once submitted, you can track ticket status and add comments from the Support tab. Tickets appear under Active until resolved, then move to Closed. You can reopen a closed ticket by adding a new comment.
See Also
