> ## Documentation Index
> Fetch the complete documentation index at: https://strettch-make-section-id-optional.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.
# Support
> Contact the Strettch Cloud support team, find help articles, report incidents, and get assistance with billing, compute, DNS, and account questions.
## Get Support
Running your infrastructure on Strettch Cloud? We're here to help you build, deploy, and scale with confidence. Get technical assistance for compute instances, DNS configuration, team management, and more.
Technical support for compute, DNS, and infrastructure issues
Quick support via WhatsApp: +250 790 877 708
Report platform bugs, request features, or improve docs
Connect with other Strettch Cloud users and our team
***
## Support Channels
**Email**: [cloud@strettch.com](mailto:cloud@strettch.com)
**Response Time**:
* Critical infrastructure issues: Within 2-4 hours
* Standard technical inquiries: Within 24-48 hours
* Billing questions: Within 24 hours
* General questions: Within 48 hours
**Best for**:
* Compute instance issues (connectivity, performance, crashes)
* DNS configuration and propagation problems
* Networking and IP address issues
* Team management and access control
* Billing, invoices, and account management
* Security concerns and incidents
* SC Agent and Metrics troubleshooting
**WhatsApp**: [+250 790 877 708](https://wa.me/250790877708)
**Response Time**:
* Available during business hours (EAT timezone)
* Quick responses for urgent infrastructure issues
* Standard inquiries: Within 4-8 hours
**Best for**:
* Urgent technical issues (instance down, DNS outage)
* Quick questions about platform features
* Real-time troubleshooting assistance
* Follow-up on existing support tickets
For non-urgent issues or detailed technical problems, email support is recommended as it allows us to provide more comprehensive assistance with logs and screenshots.
**Repository**: [strettch/cloud-docs](https://github.com/strettch/cloud-docs/issues)
**Use for**:
* Platform bugs and errors
* Feature requests (new services, improvements)
* Documentation improvements and corrections
* Open source contributions
* API issues and feedback
**Guidelines**:
* Search existing issues before creating new ones
* Provide detailed reproduction steps for bugs
* Include instance IDs, region, and configuration details
* Use issue templates when available
* Tag issues appropriately (bug, feature, docs)
**Connect with us**:
* [LinkedIn](https://www.linkedin.com/company/strettch-cloud/) - Product updates, case studies, and company news
* [X (Twitter)](https://x.com/strettchcloud) - Platform status, quick updates, and announcements
* [Instagram](https://www.instagram.com/strettchcloud/) - Behind the scenes, team, and community highlights
**Best for**:
* Staying updated on new features and releases
* Platform status and maintenance updates
* Community discussions and networking
* General questions and feedback
For technical support and infrastructure issues, please use email, WhatsApp, or GitHub. Social media channels are monitored but not suitable for time-sensitive support requests.
***
## Before You Contact Support
To help us resolve your infrastructure issues quickly, please gather the following information:
### For Compute Issues:
* **Instance ID** or instance name
* **Region** where the instance is deployed
* **Error messages** or logs from the console
* **Recent changes** made to the instance (OS updates, configuration changes)
* **Screenshots** of the issue or error
* **Time** when the issue started
### For DNS Issues:
* **Domain name** experiencing the issue
* **DNS record type** (A, CNAME, MX, TXT, etc.)
* **Nameserver configuration** at your registrar
* **Time** since you made the DNS changes
* **Expected vs actual behavior**
### For Billing or Account Issues:
* **Account email** address
* **Team name** (if applicable)
* **Invoice number** or transaction ID
* **Description** of the billing question
### General Tips:
1. **Check documentation first** - Visit [Services](/services) for guides and [FAQs](/faqs) for common questions
2. **Verify platform status** - Check our social channels for any ongoing incidents
3. **Try basic troubleshooting** - Restart instance, check network connectivity, verify credentials
4. **Be specific** - Clear descriptions with technical details help us resolve issues faster
***
## Support Guidelines
### What We Support
✅ **Infrastructure Support**:
* Compute instance troubleshooting (connectivity, performance, startup issues)
* DNS configuration and propagation assistance
* Network configuration (IPs, firewall rules)
* SC Agent and SC Metrics installation and troubleshooting
* Platform feature guidance and best practices
* Billing inquiries and invoice questions
* Account and team management issues
* Security incident response and guidance
✅ **We Will**:
* Respond to critical infrastructure issues within 2-4 hours
* Investigate platform bugs and performance issues
* Provide technical guidance on using Strettch Cloud services
* Help optimize your infrastructure setup
* Consider feature requests and platform improvements
* Keep you updated on maintenance and platform changes
❌ **Out of Scope**:
* Application-level debugging (your code, frameworks, or dependencies)
* Third-party software configuration (databases, web servers, applications)
* Custom development or scripting services
* Server administration tasks (OS configuration, software installation)
* Security hardening beyond Strettch Cloud platform level
* Data recovery from deleted instances or lost data
### Your Responsibilities
To receive efficient cloud infrastructure support:
* **Provide technical details** - Include instance IDs, region, IP addresses, error logs
* **Share configuration** - DNS records, network settings, recent changes made
* **Respond promptly** - Answer follow-up questions and provide requested information
* **Maintain backups** - We cannot recover data from deleted resources
* **Use documentation** - Check [Services](/services) guides before contacting support
* **Be respectful** - Professional communication helps us help you better
**Policy Updates**: We reserve the right to modify our support policies and terms at any time. Material changes will be communicated via email or platform announcements.