Support and status

Open support tickets from the dashboard, what each plan gets, the public status page, and where to report security issues or abuse.

Support works through tickets in the dashboard: they keep the whole conversation, attachments and the project in one place, and you get an e-mail whenever we answer.

#Open a ticket

1. Open Support. In the dashboard sidebar choose Support, then New ticket.
2. Describe the problem. Pick a category, the project (if it is about one) and a severity, then describe what you did, what you expected and what happened instead. Include times with time zone, request IDs and error messages.
3. Attach files. Screenshots, logs, PDF, CSV, JSON or ZIP files, up to 5 MB each and three per message.
4. Follow up. Answers appear in the ticket and are e-mailed to you. Reply in the dashboard; close the ticket when you are done, or re-open it within 30 days if the problem comes back.

#Support levels

Tickets are answered in order of support level, then severity. The targets are not guarantees unless agreed in an Enterprise contract; see Service levels.

#Status page

stitchdb.com/status shows the website and dashboard, the platform API, account sign-in, and for every region the project APIs, Postgres connections (ports 5432 and 6543) and DNS. Each check runs every minute from our database servers, not from the main website, and the page keeps 90 days of uptime history plus incidents and planned maintenance.

If the main website itself is down, the same page is served by the database servers at https://health-eu-de-1.stitchdb.com/status (and /status.json for scripts).

#Security issues and abuse

Report vulnerabilities to [email protected]. Report abuse of a StitchDB project, URL or e-mail with the abuse form or to [email protected]. All addresses are on the contact page.

#Legal documents

Terms of Service · Privacy Policy · Acceptable Use Policy · Data Processing Addendum · Subprocessors · Cookies