Support — bRRAIn Docs

How to get help with bRRAIn — support channels, SLAs, and what to include in a ticket.

Support

Where to get help, what to expect, and how to make a productive support interaction.

Self-service

Most questions are faster to answer yourself than to wait for a response:

  • These docs. Use the search box (⌘K or Ctrl+K) on any page.
  • The changelog at docs.brrain.io/changelog — recent product changes.
  • Status page at status.brrain.io — service health and active incidents.
  • In-app help — most extension and Console pages have a ? icon with context-specific help.

Email support

support@brrain.io — the catch-all support address.

Email is the simplest channel. We respond in business hours per your tier's SLA.

Include in your email:

  • Your organization name or slug.
  • A precise description of what you observed.
  • Steps to reproduce.
  • Expected vs actual behavior.
  • Any relevant request IDs (from error responses or audit log entries).
  • Screenshots if visual.
  • Time zone you're operating in.

The first three items get us 80% of the way to a useful answer.

In-app support

From the Console or app, click the ? icon in the top right and pick Contact support. The form pre-fills your organization context and lets you attach screenshots and logs.

In-app tickets get the same SLA as email but with the context automatically attached.

Community

For broader conversation, evaluation questions, and "is there a better way to do this":

  • Discussions at community.brrain.io — public Q&A.
  • Discord invite via community.brrain.io/discord — real-time chat with other practitioners.
  • Office hours — weekly drop-in sessions hosted by bRRAIn engineering. Schedule on the community site.

Community channels are best-effort response from staff and other community members. For SLA-bound support, use email or in-app.

Per-tier SLA

| Tier | First-response SLA | Coverage | |---|---|---| | Free | Best-effort | Community + best-effort email | | Team | 1 business day | Business-hours email | | Business | 4 business hours | Business-hours email + chat | | Enterprise | 1 hour for high-severity | 24×5 email, chat, phone | | Sovereign-Cloud | Per engagement | Per engagement; typically 24×7 named SREs |

Business hours are 8 AM – 6 PM in your primary region's local time on Monday–Friday excluding regional holidays.

Severity levels

Tickets carry a severity:

| Severity | Definition | |---|---| | P1 Critical | Production is down or unusable; data integrity at risk; security incident in progress. | | P2 High | Significant feature is broken; production is impaired but functioning. | | P3 Normal | Bug or question with workaround available. | | P4 Low | Cosmetic issue, documentation request, feature suggestion. |

For P1 tickets:

  • Use the in-app Critical issue button or call the emergency line (Enterprise / Sovereign-Cloud only).
  • Provide on-call contact info.
  • Stay reachable for the duration of the response.

Escalation

If a ticket isn't progressing as expected:

  • Reply to the existing ticket with Please escalate.
  • The ticket is reviewed by a senior support engineer within 1 business hour.
  • For Business and above, you can request escalation to a named technical account contact.

What we can and can't help with

We can help with:

  • bRRAIn platform issues.
  • Configuration guidance.
  • Integration troubleshooting (when the issue is on our side or in the integration layer).
  • Performance and capacity planning.
  • Compliance and security questions.
  • Account and billing issues.

We can help with caveats:

  • Third-party integrations — we help where the issue is on our side. For vendor-side issues, you'll deal with the vendor.
  • Marketplace extensions — first-line goes to the publisher (each extension lists its support contact). We help when the issue is platform-side.
  • Self-hosted deployment troubleshooting — we help up to and including our platform; we don't troubleshoot your underlying Kubernetes cluster.

We can't help with:

  • General programming questions unrelated to bRRAIn.
  • Strategy or business advice (Black Box and CSM relationships handle that).
  • Direct access to other customers' data (no, ever).

Security disclosure

If you've found a security issue, do not file a public ticket. Email security@brrain.io directly.

We respond to security reports within 4 business hours and triage within 1 business day. Responsible-disclosure researchers can apply for our bug bounty program.

Customer success

Business and Enterprise customers get a Customer Success Manager (CSM). The CSM is for:

  • Quarterly business reviews.
  • Adoption guidance.
  • Roadmap input.
  • Renewal planning.
  • Connecting you with bRRAIn engineering for substantive technical conversations.

Your CSM is named in your customer portal. Schedule directly with them.

Where to next