> ## Documentation Index
> Fetch the complete documentation index at: https://docs.maximem.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Whether you are stuck on an integration, have a question about the API, or need to report an issue, we are here to help.

## Support Channels

<CardGroup cols={2}>
  <Card title="GitHub Issues" icon="github" href="https://github.com/maximem-ai/maximem_synap_sdk/issues">
    Report bugs, request features, and track known issues. Search existing issues before opening a new one. Your question may already have an answer.
  </Card>

  <Card title="Discord Community" icon="discord" href="https://discord.gg/synap">
    Join our community for real-time help, discussions, and announcements. The `#help` channel is monitored by the Synap team and experienced community members.
  </Card>

  <Card title="Email Support" icon="envelope" href="mailto:support@maximem.ai">
    For private issues, account questions, or enterprise support, email us at **[support@maximem.ai](mailto:support@maximem.ai)**. We respond within one business day.
  </Card>

  <Card title="Status Page" icon="signal" href="https://synap.maximem.ai/status">
    Check real-time system status, view incident history, and subscribe to outage notifications. Bookmark this page for quick access during incidents.
  </Card>
</CardGroup>

### Follow us

<CardGroup cols={3}>
  <Card title="X (Twitter)" icon="twitter" href="https://twitter.com/maximem_ai">
    Release notes, product updates, and engineering posts. Reply on threads or DM us.
  </Card>

  <Card title="LinkedIn" icon="linkedin" href="https://www.linkedin.com/company/maximem-ai">
    Company news, hiring, and longer-form posts about agent memory and architecture.
  </Card>

  <Card title="Discord" icon="discord" href="https://discord.gg/synap">
    Live chat with the team and community in `#help`, `#announcements`, and `#feedback`.
  </Card>
</CardGroup>

## When Contacting Support

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

<Steps>
  <Step title="Correlation ID">
    Every SDK response includes a correlation ID. Capture it from the response (or from the error you caught) and include it in support tickets. This ID traces the request through the entire Synap processing pipeline and is the single most useful piece of information for debugging.

    ```
    syn_abc123_1706123456789_x7k9m2
    ```
  </Step>

  <Step title="Instance ID">
    Include the instance ID where the issue occurred. Format: `inst_<hex16>`.

    ```
    inst_f1e2d3c4b5a69078
    ```
  </Step>

  <Step title="Timestamp">
    Provide the approximate time when the issue occurred, including your timezone. ISO 8601 format is preferred.

    ```
    2025-01-15T14:32:00Z
    ```
  </Step>

  <Step title="Error message and code">
    Include the exception class name and message printed by the SDK.

    ```
    InvalidInputError: instance 'inst_nonexistent' not found
    ```
  </Step>

  <Step title="Steps to reproduce">
    If possible, describe the sequence of SDK calls that trigger the issue. Include arguments (with API keys redacted).
  </Step>
</Steps>

<Warning>
  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, revoke it immediately from the Dashboard.
</Warning>

## SLA Tiers

Response times vary by support tier:

| Tier                      | First Response | Resolution Target | Channels                              |
| ------------------------- | -------------- | ----------------- | ------------------------------------- |
| **Community** (Free)      | Best effort    | Best effort       | GitHub Issues, Discord                |
| **Standard** (Pro)        | 1 business day | 3 business days   | Email, GitHub Issues, Discord         |
| **Priority** (Enterprise) | 4 hours        | 1 business day    | Dedicated Slack channel, email, phone |
| **Critical** (Enterprise) | 1 hour         | 4 hours           | 24/7 on-call, dedicated Slack channel |

<Info>
  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.
</Info>

## Reporting Security Issues

If you discover a security vulnerability, please do **not** report it via public channels (GitHub Issues, Discord). Instead:

1. Email **[security@maximem.ai](mailto:security@maximem.ai)** 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.

## Useful Resources

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

<CardGroup cols={2}>
  <Card title="Error Codes Reference" icon="alert-circle" href="/sdk-reference/errors">
    Complete list of error codes with descriptions, common causes, and resolution steps.
  </Card>

  <Card title="FAQ" icon="help-circle" href="/resources/faq">
    Answers to the most common questions about Synap, the SDK, memory management, and billing.
  </Card>

  <Card title="SDK Overview" icon="globe" href="/sdk-reference/overview">
    Authentication, configuration, and common SDK patterns.
  </Card>

  <Card title="Changelog" icon="file-text" href="/resources/changelog">
    Recent changes, bug fixes, and new features. Check here first if something stopped working after an update.
  </Card>
</CardGroup>

## 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 [product@maximem.ai](mailto:product@maximem.ai)
* **Integrations**: Let us know which frameworks and languages you would like Synap to support natively

<Tip>
  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.
</Tip>