Support

This page summarizes how to get help from the Futuh team when something is not working as expected, when you have questions about using a module, or when you need to coordinate a change in your instance. The general rule is to choose the channel based on urgency: email handles any inquiry; real-time channels are for active incidents.

Channels

Email

The primary channel is [email protected]. Use it to open a new ticket, reply to an existing ticket, or for any inquiry that is not a service outage. When you write, include the following to speed up the response:

Your organization’s name and your instance URL.
Affected module (Radar, Silvio, Smart Inbox, etc.).
A brief description of what is happening and what you expected to happen.
A screenshot if the issue is visual.

Internal Discuss

If your instance has the Discuss channel configured against Futuh support, you can open a thread from the Discuss icon in the top bar of your instance. Useful for quick questions about workflows in progress. [VERIFY: exact name of the shared Discuss channel pending canon].

Matrix

The internal Matrix channel is available to customers on a support tier that includes it. The room is communicated at instance onboarding and accessed from your usual Matrix client (Element, FluffyChat, etc.). [VERIFY: public URL or canon invitation for the Futuh support Matrix channel pending].

Response times

Response times depend on the support tier contracted by your organization. The table below shows initial response commitments — not resolution times, which depend on the type of incident.

Support tier	Initial response (business day)	Preferred channel
Basic	[VERIFY: 48 h pending canon]	Email
Standard	[VERIFY: 24 h pending canon]	Email + Discuss
Priority	[VERIFY: 8 h pending canon]	Discuss + Matrix

Next steps

Resources for the Learning hub and community.
Release notes to see whether your issue coincides with a recent change.