Support¶
Support is the way to reach the people who answer for this Portal. What the screen shows depends on your plan:
With a Pro or a Business plan, the screen holds one address:
support@interpretica.io. Write to us, and we answer by e-mail.With the Community plan only, the screen sends you to GitHub Discussions, at https://github.com/orgs/interpretica-io/discussions. Ask your question there. The team and other users answer it, and the answer helps the next person too.
The plan must run. A purchase that waits for payment, or a plan that ended, does not give e-mail support.
Ask in GitHub Discussions¶
Press Open GitHub Discussions. The discussions open in a new tab. Search for your question first: it can have an answer already.
Do not put a password, an administrator password or a payment detail in a discussion. Everybody can read it.
Write to support¶
Press Write to support. Your mail application opens a new message. The Portal fills in the address, the subject, and your account name and number at the end of the body.
Keep those two lines in the message. They say which account the question is about, and the address that you write from is not always the one that you signed up with.
What to write¶
Say which instance the question is about, if it is about one. The address of the instance is the fastest way to name it.
Add anything red that the screen shows. The reason under a failed build, or under a failed update, is the line that support needs first.
When to write¶
On a Pro or a Business plan, write to support when:
a build fails a second time, after Deploy again;
the return screen says Payment went through, setup did not. Do not buy the plan again. Support can finish the work from your subscription;
an update fails, and the row shows a reason that you cannot act on;
an invoice is uncollectible, or a charge looks wrong;
you want the e-mail address of your account changed.
If the Portal itself does not answer¶
The screen that the Portal shows when the server does not answer carries the support address. Nothing on that screen depends on the server, so you can always write. This is true on every plan: if the Portal does not answer, write to that address.