Support channels#
| Channel | Availability | Best for |
|---|---|---|
| Documentation | Always | Self-service answers |
| Community forum | Always | Discussion, tips, feature requests |
| Email support | Team + Enterprise | Account issues, bugs |
Enterprise customers may also have a dedicated support channel named in their contract. No published response-time commitment exists until one is written into that contract — this article does not invent one.
Before contacting support#
Gather this information to help us resolve your issue quickly:
- Workspace ID — found in Settings → General
- Error code — the
EXXXXcode from the error message - Timestamp — when the issue occurred (UTC)
- Steps to reproduce — what you were doing when it happened
- Screenshots — if the issue is visual
For trust, sub-processors, residency, and compliance-pack questions, start with the Trust Centre article. For whether the public API or database probe is reachable right now, open /status — live rows from the health feed, or Unknown when that feed cannot be reached. That surface does not publish uptime history, a past-incident feed, or a response-time commitment.
Email support#
Send issues to support@lumenflow.cloud with:
- Subject:
[workspace-id] Brief description - Body: error code, timestamp, steps to reproduce
- Attachments: screenshots, API response bodies
Response times:
| Plan | Response time |
|---|---|
| Team | Business-hours queue |
| Enterprise | Dedicated channel when contracted |
Community forum#
Visit the community forum for:
- Feature requests and voting
- Tips and best practices
- Integration showcases
- Bug reports (for non-urgent issues)
Most common issues are covered in the Troubleshooting guide. Check there first before contacting support.