Support

Welcome to the Vekora Support Center. Our team is dedicated to ensuring your infrastructure runs smoothly so you can focus on shipping code. Below you will find our official support channels, scope of coverage, and operational hours.

Self-Service & Community Resources

Before reaching out to the team, we recommend checking these resources for immediate answers:

Documentation: Comprehensive guides on deployment, configuration, and API usage.
System Status: Real-time updates on platform health, maintenance, and outages.
Discord Community: Join our Discord server to chat with other developers, share tips, and get community-driven help.

Contacting Support

All official technical support is handled via email correspondence. This ensures a direct line of communication with our engineering team and creates a searchable record of your issue. Support Email: support@vekora.dev

How to format your email

To help us resolve your issue quickly, please include the following in your email:

Subject Line: A concise summary of the issue (e.g., “Deployment failing on Node.js runtime”).
Account Information: Your User ID or Team Name.
App ID/URL: The specific application or resource affected.
Details: Logs, error messages, and steps to reproduce the issue.

Support Hours & Response Times

Our support team monitors the inbox during the following hours:

Business Hours: Monday - Friday, 9:00 AM – 5:00 PM (Stockholm Time / CET).
Critical Incidents: We monitor for platform-wide outages 24/7.

Note: For specific guarantees regarding response times and uptime commitments, please refer strictly to our Service Level Agreement (SLA).

Scope of Support

It is important to understand where our responsibility ends and yours begins. What We Support:

Availability and health of the Vekora infrastructure.
Platform-level configuration (e.g., build pipelines, managed databases).
Account access and billing inquiries.
Identifying and fixing bugs within our platform.

What We Do Not Support:

Debugging your specific application code (e.g., syntax errors, logic bugs).
Third-party libraries or dependencies not provided by us.
General programming advice unrelated to our platform.

Security, Legal & Compliance

For issues specifically related to data, security, or legal concerns, please refer to the appropriate policy documents rather than general support:

Security Issues: If you have discovered a vulnerability, do not email general support. Please follow the instructions in our Bug Bounty Policy.
Data & Privacy: For details on how we handle, process, and secure your data, refer to our Privacy Policy, Cookie Policy, and Data Processing Agreement (DPA).
Subprocessors: A full list of third-party vendors we use is available in our Subprocessor List.
Security Standards: For an overview of our security practices, see our Security Policy.

Abuse & Acceptable Use

If you suspect another user is violating our platform rules (e.g., hosting malware, phishing sites, or illegal content), please report it immediately to abuse@vekora.dev.

Prohibited content and activities are defined in our Acceptable Use Policy and Terms of Service.
For copyright infringement claims (DMCA), please refer to our Copyright Policy.