Getting help

What you will do: choose the right channel for your question and include what support needs to answer it in one go.

Channels

• Support portal — support.xplg.com: open and follow tickets, and read the knowledge base. Use it if you do not have a dock workspace yet.
• Tickets from your workspace — open Tickets in dock to raise a request in the context of your organization. The ticket carries your deployments and licenses, so you do not have to describe them. Tickets opened here and in the portal are the same tickets.
• Documentation — this site. Search with the box in the sidebar.
• Sales — sales@xplg.com for quotes, subscriptions, partner questions and evaluations beyond what the workspace offers.

What to include in a ticket

1. The product and version, and the deployment name as shown on Deployments.
2. What you expected and what happened, with the time it happened.
3. Steps to reproduce, if you can.
4. Relevant logs or screenshots. Remove secrets before attaching; see Data handling for what the products can mask on the way out.
5. The impact: evaluation blocked, production affected, question only.

Severity and response

Requests are answered by email or ticket within the response time in the support terms, during support hours. Mark production outages clearly in the title so they are picked up first.

Security issues

Open a ticket and mark it as security-related. Do not post details in public channels.

Status and maintenance

Maintenance windows for XPLG SaaS and dock are announced to workspace owners and billing contacts ahead of time, and on the status channel:

Status page: <placeholder>

Next: Support terms

Verify with XPLG engineering before publishing.