Support
Get help and technical support
Get the help you need with our comprehensive support options.
Support Options
Documentation
Start with our comprehensive documentation:
- API Reference - Complete API documentation
- SDKs - Official SDKs and examples
- Guides - Step-by-step integration guides
- Troubleshooting - Common issues and solutions
Community Support
Get help from our community:
- Discord - Real-time chat support
- GitHub Discussions - Q&A and discussions
- Stack Overflow - Tagged questions and answers
Direct Support
For direct technical support:
- Email Support - support@hackmamba.com
- Priority Support - Available for Pro and Enterprise plans
- Emergency Support - 24/7 for Enterprise customers
Support Tiers
Free Tier
- Community Support - Discord and GitHub Discussions
- Documentation - Full access to documentation
- Response Time - Community-driven (no SLA)
Pro Tier
- Email Support - Direct email support
- Response Time - 24-48 hours
- Priority - Higher priority in community channels
Enterprise Tier
- Dedicated Support - Assigned support engineer
- Response Time - 4-8 hours
- Emergency Support - 24/7 phone support
- SLA - Guaranteed response times
Getting Help
Before Contacting Support
- Check Documentation - Search our docs for answers
- Search Community - Look for similar issues
- Try Troubleshooting - Use our troubleshooting guide
- Test in Sandbox - Verify in test environment
Contacting Support
When contacting support, include:
- Account Information - Account email or ID
- Issue Description - Clear description of the problem
- Steps to Reproduce - How to reproduce the issue
- Error Messages - Full error messages and logs
- Environment Details - SDK version, environment, etc.
Support Request Template
Subject: [Priority] Issue with user creation API
Account: user@example.com
Plan: Pro
Environment: Production
Issue Description:
Unable to create users via API, getting 400 error.
Steps to Reproduce:
1. Call POST /v1/users with valid data
2. Receive 400 Bad Request error
3. Error message: "Invalid request"
Request Details:
- SDK: @hackmamba/sdk v1.2.3
- Environment: Production
- API Key: sk_live_... (masked)
Error Logs:
[Include relevant error logs]
Expected Behavior:
User should be created successfully.
Actual Behavior:
Request fails with 400 error.Response Times
Standard Support
- Free Tier: Community support only
- Pro Tier: 24-48 hours
- Enterprise Tier: 4-8 hours
Emergency Support
- Enterprise Tier: 1-2 hours
- Available: 24/7
- Contact: emergency@hackmamba.com
Escalation Process
When to Escalate
Escalate your issue if:
- No response within expected timeframe
- Issue is blocking production systems
- Security concern or data breach
- Service outage affecting multiple users
How to Escalate
- Email escalation to support@hackmamba.com
- Include "ESCALATION" in subject line
- Reference original ticket number
- Explain urgency and business impact
Status Updates
Service Status
Check our service status:
- Status Page: status.hackmamba.com
- Incident Updates - Real-time status updates
- Maintenance Windows - Scheduled maintenance notifications
API Status
Monitor API health:
- API Health Check: api.hackmamba.com/health
- Response Times - Current API response times
- Error Rates - Current error rates by endpoint
Feedback and Improvement
Feature Requests
Submit feature requests:
- GitHub Issues - github.com/hackmamba/feedback
- Email - feedback@hackmamba.com
- Community - GitHub Discussions
Bug Reports
Report bugs:
- GitHub Issues - Use bug report template
- Email - bugs@hackmamba.com
- Include - Steps to reproduce, expected vs actual behavior
Feedback Process
- Submit feedback through appropriate channel
- Community discussion for feature requests
- Product team review and prioritization
- Development and testing
- Release and announcement
Support Resources
Knowledge Base
- FAQ - Frequently asked questions
- Tutorials - Step-by-step guides
- Best Practices - Integration best practices
- Code Examples - Sample implementations
Video Resources
- Getting Started - Introduction videos
- API Walkthrough - API demonstration
- Integration Examples - Real-world examples
- Webinars - Monthly technical webinars
Tools and Utilities
- API Explorer - Interactive API testing
- Webhook Tester - Test webhook endpoints
- SDK Generator - Generate SDKs for your language
- Code Snippets - Reusable code examples