Support
This Support Policy describes how customers may contact Hookioz, what information is required for efficient triage, and the operational boundaries of support.
Effective date: 2026-03-06
Support requests may be sent to [email protected]. Logged-in customers may also use the in-product support ticket area where available. Customers should use the channel most appropriate to the issue and include sufficient context for investigation.
Support is provided on a best-effort basis and is not a guaranteed service level commitment unless otherwise agreed in writing. Response times may vary based on issue severity, business impact, queue volume, account context, and the completeness of the information provided in the request.
Support requests should include the organization name, source name, event ID if available, relevant UTC timestamps, recent status transitions, expected behavior, and actual behavior. Do not send passwords, secrets, or private keys unless explicitly requested, and sanitize payload examples whenever possible.
Suspected security issues should be clearly labeled as security-related and should include reproduction details, impact, affected resources, and any mitigation already taken. Security-related reports may be triaged differently from routine product questions or feature requests.
Support covers Hookioz product behavior, account access, billing guidance, and reasonable platform diagnostics. Support does not include custom development, implementation services, downstream endpoint debugging beyond reasonable product diagnostics, legal advice, or broad consulting work unless separately agreed in writing.