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.profile/SUPPORT.md
Puranjay Savar Mattas 8176118c0f Add complete community documentation 
- README.md: Product overview + issue tracker landing
- SECURITY.md: Responsible disclosure policy
- CODE_OF_CONDUCT.md: Community guidelines
- CONTRIBUTING.md: How to contribute
- SUPPORT.md: Comprehensive support guide
- Issue templates: Bug, feature, support, docs, security

All references updated to evercatch.dev domain.
2026-02-13 15:34:23 +00:00

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# Getting Support
Need help with Evercatch? We're here for you! 🙋
---
## 🚀 Quick Links
- 📚 **Documentation**: [docs.evercatch.dev](https://docs.evercatch.dev)
- 🔍 **API Reference**: [docs.evercatch.dev/api](https://docs.evercatch.dev/api)
- 📊 **Status Page**: [status.evercatch.dev](https://status.evercatch.dev)
- 🗺️ **Roadmap**: [roadmap.evercatch.dev](https://roadmap.evercatch.dev)
- 📝 **Changelog**: [changelog.evercatch.dev](https://changelog.evercatch.dev)
---
## 📚 Self-Service Resources
**Before contacting support, try these:**
### Documentation
- [Getting Started Guide](https://docs.evercatch.dev/getting-started)
- [Integration Guides](https://docs.evercatch.dev/integrations)
- [API Reference](https://docs.evercatch.dev/api)
- [Troubleshooting](https://docs.evercatch.dev/troubleshooting)
- [FAQ](https://docs.evercatch.dev/faq)
### Common Issues
- [Webhook not being received?](https://docs.evercatch.dev/troubleshooting/webhook-not-received)
- [Forwarding failed?](https://docs.evercatch.dev/troubleshooting/forwarding-failed)
- [Rate limited?](https://docs.evercatch.dev/troubleshooting/rate-limits)
- [Authentication errors?](https://docs.evercatch.dev/troubleshooting/auth-errors)
---
## 💬 Community Support
**Free for all users**
### Issue Tracker
Search or create issues for:
- 🐛 [Bug Reports](../../issues?q=label%3Abug)
- ✨ [Feature Requests](../../issues?q=label%3Afeature)
- ❓ [Questions](../../issues?q=label%3Aquestion)
**[→ Search Issues](../../issues)** · **[→ Ask a Question](../../issues/new?template=support_request.md)**
### Community Forum
- Ask questions
- Share tips and tricks
- Connect with other users
- **[→ Join Community](https://community.evercatch.dev)**
---
## 📧 Email Support
### General Support
**Email:** [support@evercatch.dev](mailto:support@evercatch.dev)
**Response times by tier:**
- **Sandbox**: 3-5 business days
- **Indie**: 2-3 business days
- **Studio**: 1-2 business days
- **Enterprise**: 4 hours (SLA)
**What to include:**
- Your account email or user ID
- Subscription tier
- Clear description of the issue
- Steps to reproduce
- Event IDs or timestamps (if applicable)
- What you've already tried
### Billing Support
**Email:** [billing@evercatch.dev](mailto:billing@evercatch.dev)
For questions about:
- Invoices and receipts
- Payment methods
- Subscription changes
- Overage charges
- Refund requests
**Response time:** 1-2 business days
### Account Issues
**Email:** [accounts@evercatch.dev](mailto:accounts@evercatch.dev)
For issues with:
- Login problems
- Password resets
- Email changes
- Account deletion
- Data exports
**Response time:** 1 business day
---
## 🚨 Urgent Issues
### Service Outage
1. Check [status.evercatch.dev](https://status.evercatch.dev)
2. Subscribe to status updates
3. Email [urgent@evercatch.dev](mailto:urgent@evercatch.dev) (Enterprise only)
### Security Vulnerability
**DO NOT use public support channels**
**Email:** [security@evercatch.dev](mailto:security@evercatch.dev)
See [SECURITY.md](SECURITY.md) for full policy.
---
## 🏢 Enterprise Support
**For Enterprise customers only**
### Dedicated Support
- 🎯 Dedicated Slack channel
- 📞 Phone support
- ⚡ 4-hour response SLA
- 🔧 Custom integration help
- 📊 Quarterly business reviews
### Contact Your Team
- **Account Manager**: Your dedicated contact
- **Enterprise Support**: [enterprise@evercatch.dev](mailto:enterprise@evercatch.dev)
- **Slack**: #evercatch-yourcompany (invite sent on onboarding)
---
## 📞 Contact Methods by Issue Type
| Issue Type | Best Channel | Response Time |
|------------|--------------|---------------|
| Bug Report | [Issue Tracker](../../issues/new?template=bug_report.md) | 24-48 hours |
| Feature Request | [Issue Tracker](../../issues/new?template=feature_request.md) | Review within 1 week |
| How-to Question | [Documentation](https://docs.evercatch.dev) or [Support Email](mailto:support@evercatch.dev) | Varies by tier |
| Billing | [billing@evercatch.dev](mailto:billing@evercatch.dev) | 1-2 business days |
| Account Issue | [accounts@evercatch.dev](mailto:accounts@evercatch.dev) | 1 business day |
| Service Outage | [Status Page](https://status.evercatch.dev) | Real-time updates |
| Security | [security@evercatch.dev](mailto:security@evercatch.dev) | 24 hours |
| Enterprise | Slack or [enterprise@evercatch.dev](mailto:enterprise@evercatch.dev) | 4 hours (SLA) |
---
## 🎓 Learning Resources
### Video Tutorials
- [Getting Started (5 min)](https://evercatch.dev/tutorials/getting-started)
- [Setting up Stripe Webhooks (3 min)](https://evercatch.dev/tutorials/stripe-setup)
- [Event Replay (4 min)](https://evercatch.dev/tutorials/event-replay)
### Blog Posts
- [Best Practices for Webhook Reliability](https://blog.evercatch.dev/webhook-reliability)
- [Debugging Failed Webhooks](https://blog.evercatch.dev/debugging-webhooks)
- [Scaling Webhook Infrastructure](https://blog.evercatch.dev/scaling-webhooks)
### Integration Guides
- [Stripe](https://docs.evercatch.dev/integrations/stripe)
- [SendGrid](https://docs.evercatch.dev/integrations/sendgrid)
- [GitHub](https://docs.evercatch.dev/integrations/github)
- [Shopify](https://docs.evercatch.dev/integrations/shopify)
- [More...](https://docs.evercatch.dev/integrations)
---
## 💡 Tips for Better Support
### Before Contacting Us
1. ✅ Check the [Status Page](https://status.evercatch.dev)
2. ✅ Search [existing issues](../../issues)
3. ✅ Review [documentation](https://docs.evercatch.dev)
4. ✅ Gather relevant information (event IDs, timestamps)
### When Contacting Us
1. ✅ Use descriptive subject lines
2. ✅ Include your subscription tier
3. ✅ Provide steps to reproduce
4. ✅ Share error messages or screenshots
5. ✅ Tell us what you've already tried
6. ❌ Don't include API keys or secrets
### Follow-Up
1. ✅ Respond promptly to our questions
2. ✅ Test suggested solutions
3. ✅ Confirm when issue is resolved
4. ✅ Share feedback on the support experience
---
## 🌟 Other Ways to Get Help
### Twitter
- Tweet [@evercatch](https://twitter.com/evercatch)
- DM us for quick questions
- Not for urgent issues
### Newsletter
- Monthly tips and best practices
- **[Subscribe](https://evercatch.dev/newsletter)**
### Office Hours (Enterprise Only)
- Monthly video call with product team
- Q&A and roadmap discussions
---
## 🗺️ Support Roadmap
**Coming Soon:**
- 💬 Live chat support (Studio+)
- 📞 Phone support (Enterprise)
- 🎥 Expanded video library
- 🤖 AI-powered docs search
- 🎓 Certification program
**Want early access?** Email [beta@evercatch.dev](mailto:beta@evercatch.dev)
---
## ⭐ Help Us Improve
**Had a great support experience?**
- Leave us a review
- Share on social media
- Refer a friend
**Support could be better?**
- Email [feedback@evercatch.dev](mailto:feedback@evercatch.dev)
- We read every message
---
<p align="center">
<strong>We're here to help you succeed!</strong>
<br/>
<a href="mailto:support@evercatch.dev">Email Support</a> •
<a href="https://docs.evercatch.dev">Documentation</a> •
<a href="https://status.evercatch.dev">Status</a>
</p>
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