Welcome to our guide on submitting support ticket for GlueX. Here you’ll find resources and guidance for getting help with our products and services, what information to include in a ticket, how we prioritize issues, and what you can expect after you press “Send”

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Support Channels

You can get help through the following channels:
  • Documentation: Explore our detailed documentation portal for self-service solutions, API references and step by step guides
  • Community: Connect with other users in our community for realtime assistance, practical tips and informal discussions
  • FAQs: Review our frequently asked questions for quick answers to common issues
  • Telegram: Join our Telegram group for instant support and updates
  • Security: Visit the Audit and Security section for more information
Please check the documentation and FAQs first — over 70% of support requests are resolved there within five minutes.

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Response Times and Expectations

PriorityDefinitionFirst Response
P1 - CriticalProduction down, data loss, security risk≤ 6 h (24 × 7)
P2 - HighMajor feature broken, no workaround≤ 6 h (business days)
P3 - NormalMinor bug, performance issue, workaround exists≤ 24 h
P4 - LowGeneral questions, feature requests, docs feedback≤ 2 business days
Our team typically responds within 24 hours during business days. For urgent production related issues, please indicate the urgency in your support request

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Submitting a Request - Checklist

Providing complete details help us assist you more effectively
AreaWhat to Include
SummarySingle sentence problem statement
EnvironmentChain, OS/browser
Steps to ReproduceMinimal steps to reproduce the issue
ArtifactsLogs, Screenshots, cmd output
IDsTransaction hash
Impact & Urgency (optional)Users affected, financial impact, workaround?
Preferred Contact (optional)Email or chat handle for follow ups
Review our documentation and FAQs for existing solutions