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Support Channels

GitHub Issues

Report bugs, request features, and track known issues. Search existing issues before opening a new one — your question may already have an answer.

Discord Community

Join our community for real-time help, discussions, and announcements. The #help channel is monitored by the Synap team and experienced community members.

Email Support

For private issues, account questions, or enterprise support, email us at [email protected]. We respond within one business day.

Status Page

Check real-time system status, view incident history, and subscribe to outage notifications. Bookmark this page for quick access during incidents.

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When Contacting Support

To help us resolve your issue as quickly as possible, please include the following information:
1

Correlation ID

Every API response includes an X-Correlation-Id header. This ID traces the request through the entire Synap processing pipeline and is the single most useful piece of information for debugging.
X-Correlation-Id: req_7f3a2b1c-9d4e-4f5a-8b6c-1d2e3f4a5b6c
2

Instance ID

Include the instance ID where the issue occurred. Format: inst_<hex16>.
inst_f1e2d3c4b5a69078
3

Timestamp

Provide the approximate time when the issue occurred, including your timezone. ISO 8601 format is preferred.
2025-01-15T14:32:00Z
4

Error message and code

Include the full error response body, including the error, code, and details fields.
{
  "error": "Instance not found",
  "code": "INSTANCE_NOT_FOUND",
  "details": { "instance_id": "inst_nonexistent" }
}
5

Steps to reproduce

If possible, describe the sequence of API calls or SDK operations that trigger the issue. Include request bodies and headers (with API keys redacted).
Never share your API key or signing secret in support requests, GitHub issues, or Discord messages. Redact them before posting. If you believe a credential has been compromised, rotate it immediately from the Dashboard.

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SLA Tiers

Response times vary by support tier:
TierFirst ResponseResolution TargetChannels
Community (Free)Best effortBest effortGitHub Issues, Discord
Standard (Pro)1 business day3 business daysEmail, GitHub Issues, Discord
Priority (Enterprise)4 hours1 business dayDedicated Slack channel, email, phone
Critical (Enterprise)1 hour4 hours24/7 on-call, dedicated Slack channel
SLA timers run during business hours (9am-6pm PT, Monday through Friday) for Standard and Priority tiers. Critical tier SLAs apply 24/7 including holidays.

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Reporting Security Issues

If you discover a security vulnerability, please do not report it via public channels (GitHub Issues, Discord). Instead:
  1. Email [email protected] with a detailed description of the vulnerability
  2. Include steps to reproduce the issue
  3. Allow us a reasonable timeframe to address the issue before public disclosure
We take security reports seriously and will acknowledge receipt within 24 hours.

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Useful Resources

Before contacting support, these resources may help resolve your issue:

Error Codes Reference

Complete list of error codes with descriptions, common causes, and resolution steps.

FAQ

Answers to the most common questions about Synap, the SDK, memory management, and billing.

API Overview

Base URL, authentication, pagination, rate limiting, and common request/response patterns.

Changelog

Recent changes, bug fixes, and new features. Check here first if something stopped working after an update.

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Feedback

We actively use feedback to prioritize features and improve the platform. Share your thoughts through any of these channels:
  • Feature requests: Open a GitHub Issue with the enhancement label
  • Documentation feedback: Use the “Was this page helpful?” widget at the bottom of any docs page
  • General feedback: Post in the #feedback channel on Discord or email [email protected]
  • Integrations: Let us know which frameworks and languages you would like Synap to support natively
The best feature requests include a description of the problem you are trying to solve, not just the solution you want. Understanding the “why” helps us design better features for everyone.