# Community & support

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

## Support tiers

| Channel                          | Available on               | Response time                 |
| -------------------------------- | -------------------------- | ----------------------------- |
| **Email** `support@helodata.com` | 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](https://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](https://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 **<security@helodata.com>**. PGP key on [helodata.com/.well-known/security.txt](https://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 <security@helodata.com> to discuss.

## Abuse reports

Receiving abuse from a helodata IP? **<abuse@helodata.com>** 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** — `docs@helodata.com`

If you've found something inaccurate, misleading, or missing, tell us at **<docs@helodata.com>**.


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