Files

- 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
🔍 API Reference: docs.evercatch.dev/api
📊 Status Page: status.evercatch.dev
🗺️ Roadmap: roadmap.evercatch.dev
📝 Changelog: changelog.evercatch.dev

📚 Self-Service Resources

Before contacting support, try these:

Documentation

Common Issues

💬 Community Support

Free for all users

Issue Tracker

Search or create issues for:

→ Search Issues · → Ask a Question

Community Forum

Ask questions
Share tips and tricks
Connect with other users
→ Join Community

📧 Email Support

General Support

Email: 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

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

For issues with:

Login problems
Password resets
Email changes
Account deletion
Data exports

Response time: 1 business day

🚨 Urgent Issues

Service Outage

Check status.evercatch.dev
Subscribe to status updates
Email urgent@evercatch.dev (Enterprise only)

Security Vulnerability

DO NOT use public support channels

Email: security@evercatch.dev

See 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
Slack: #evercatch-yourcompany (invite sent on onboarding)

📞 Contact Methods by Issue Type

Issue Type	Best Channel	Response Time
Bug Report	Issue Tracker	24-48 hours
Feature Request	Issue Tracker	Review within 1 week
How-to Question	Documentation or Support Email	Varies by tier
Billing	billing@evercatch.dev	1-2 business days
Account Issue	accounts@evercatch.dev	1 business day
Service Outage	Status Page	Real-time updates
Security	security@evercatch.dev	24 hours
Enterprise	Slack or enterprise@evercatch.dev	4 hours (SLA)

🎓 Learning Resources

Video Tutorials

Blog Posts

Integration Guides

💡 Tips for Better Support

Before Contacting Us

✅ Check the Status Page
✅ Search existing issues
✅ Review documentation
✅ Gather relevant information (event IDs, timestamps)

When Contacting Us

✅ Use descriptive subject lines
✅ Include your subscription tier
✅ Provide steps to reproduce
✅ Share error messages or screenshots
✅ Tell us what you've already tried
❌ Don't include API keys or secrets

Follow-Up

✅ Respond promptly to our questions
✅ Test suggested solutions
✅ Confirm when issue is resolved
✅ Share feedback on the support experience

🌟 Other Ways to Get Help

Twitter

Tweet @evercatch
DM us for quick questions
Not for urgent issues

Monthly tips and best practices
Subscribe

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

⭐ 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
We read every message

We're here to help you succeed!
Email Support • Documentation • Status

7.0 KiB Raw Blame History