Community & support

Where to ask for help, share patterns, and report issues.

Support tiers

Channel	Available on	Response time
Email [e-mail]	All plans, including trial	1 business day
In-dashboard chat	All plans	24/7, median <30 min
Priority queue	Pro plan and above	1 hour during business hours
Dedicated CSM	Enterprise	Slack or Teams shared channel
Phone / video call	Enterprise on request	Scheduled

Trial accounts get the same SLA as paid — we don't want you to be confused before becoming a customer.

What to include in a support ticket

Help us help you faster. Useful info:

• X-Helodata-Request-Id from a failing request (the single most useful field)
• The status code and X-Helodata-Error-Code header
• The sub-user name involved
• What you tried, and what you expected vs got
• A minimal reproduction if it's a complex issue (curl command, or a small script)

A ticket with just "doesn't work" takes us hours to triage. A ticket with the trio above takes minutes.

Community

Discord

The helodata Discord is open to all customers and trial users — link in your dashboard under Resources → Community, or at helodata.com/discord.

Channels:

• #announcements — official updates from us
• #general — chat with other users
• #showcase — share what you're building
• #help — peer support (faster than email for some questions)
• #feature-requests — request features publicly so others can upvote

helodata staff hang out daily. Treat it like a colleague office hour, not a 24/7 ticket queue.

Newsletter

Monthly summary of changes, new integrations, and pattern guides. Opt in at Settings → Notifications → Product newsletter.

Status page

Real-time service health at status.helodata.com. Subscribe via:

• Email
• RSS / Atom
• Webhook (for ops dashboards)
• Slack channel (Enterprise)

We post during incidents (every 15 minutes typically) and after with a postmortem.

Security disclosure

For security-related reports — not regular bug reports — use [e-mail]. PGP key on helodata.com/.well-known/security.txt.

We follow coordinated disclosure: report → we triage → we fix → public credit when shipped (if you want it). We don't have a formal bug-bounty program yet but pay out at our discretion for impactful finds; email [e-mail] to discuss.

Abuse reports

Receiving abuse from a helodata IP? [e-mail] with:

• The IP address
• A timestamp (UTC)
• A copy of the offending request, including full headers

We respond within 1 business day.

Office hours (Enterprise)

For Enterprise customers, the CSM team runs:

• Weekly office hours
• Architecture reviews on request
• Pattern consultations (e.g. "is this scaling shape right for our service?")

Schedule via your CSM.

Feedback on the docs

This documentation is in active development. Two ways to give feedback:

• Per-page — every page has a "Was this helpful?" widget at the bottom
• General — [e-mail]

If you've found something inaccurate, misleading, or missing, tell us at [e-mail].