From f89ff72c15c5e0715165e8a8b0d11d199a3b288a Mon Sep 17 00:00:00 2001 From: siddharthsambharia-portkey Date: Fri, 13 Mar 2026 19:38:06 +0530 Subject: [PATCH] add support overview page New support/support.mdx landing page modeled after Fly.io's support hub, covering all channels (Discord, email, Slack Connect, customer portal) with who-can-use and use-this-for structure, enterprise SLA summary, and working-with-support tips. Added to the top of the Support nav group in docs.json. Made-with: Cursor --- docs.json | 2 + support/support.mdx | 127 ++++++++++++++++++++++++++++++++++++++++++++ 2 files changed, 129 insertions(+) create mode 100644 support/support.mdx diff --git a/docs.json b/docs.json index 6d08ba83..5eb24350 100644 --- a/docs.json +++ b/docs.json @@ -302,6 +302,7 @@ "group": "Support", "icon": "life-ring", "pages": [ + "support/support", "support/upgrade-to-model-catalog", "README", "support/contact-us", @@ -1490,6 +1491,7 @@ { "group": "Support", "pages": [ + "support/support", "support/upgrade-to-model-catalog", "README", "support/contact-us", diff --git a/support/support.mdx b/support/support.mdx new file mode 100644 index 00000000..6c08389b --- /dev/null +++ b/support/support.mdx @@ -0,0 +1,127 @@ +--- +title: "Support" +description: "Find the right support channel for your question or issue." +--- + +Need help? Here's where to look. + + + + General questions, tips, community discussions + + + Billing, account issues, and technical support + + + Real-time access to Portkey engineering (Enterprise) + + + Ticket management and SLA tracking (Enterprise) + + + +--- + +## Service status + +Before reaching out, check if there's an ongoing incident. + + + + Platform-wide incidents and uptime history at **status.portkey.ai** + + + Request-level traces and logs in your Portkey dashboard + + + +--- + +## Discord community + +**Who can use this:** Everyone + +**Use this for:** General questions, troubleshooting advice, best practices, and connecting with other Portkey users. + +All users have access to the Portkey Discord. The Portkey team is active in Discord to answer questions and share product announcements. + +[Join Discord →](https://discord.gg/vGv94Ht77p) + +--- + +## Email support + +**Who can use this:** Everyone + +**Use this for:** Billing questions, account management, and technical issues. + +Email [support@portkey.ai](mailto:support@portkey.ai) for any questions not resolved through Discord or documentation. + +--- + +## Slack Connect + +**Who can use this:** Enterprise customers + +**Use this for:** Real-time collaboration with Portkey engineering for time-sensitive issues. + +Enterprise customers on the Premium Support plan get a dedicated shared Slack channel with direct access to Portkey's engineering and support teams. Your Slack channel is set up during onboarding. + + +Not an Enterprise customer yet? [Talk to sales](mailto:sales@portkey.ai) to learn more. + + +--- + +## Customer portal + +**Who can use this:** Enterprise customers + +**Use this for:** Submitting support tickets, tracking status, and managing team access. + +The [Portkey Support Portal](https://support.portkey.ai) gives your team a centralized place to raise tickets, track issues, and collaborate with Portkey's support and engineering teams — with full visibility into status and SLA timers. + + + How to set up your team, create tickets, and manage access + + +--- + +## Enterprise SLAs + +**Who can use this:** Enterprise customers + +Enterprise customers have two support tiers: + +| | **Standard** | **Premium** | +|---|---|---| +| Coverage | Mon–Fri, 9 AM–5 PM ET | 24×7×365 | +| Channels | Portal, email | Portal, email, phone, Slack | +| Named contacts | 2 | 5 | +| SEV 1 response | 4 business hours | **30 minutes** | +| SEV 1 resolution | 1 business day | **4 hours** | +| Panic Button | — | Yes (≤15 min engagement) | +| Price | Included | +$2,000/month | + + + Complete support tier comparison, severity definitions, case lifecycle, and upgrade options + + +--- + +## Working with support + +The more context you include, the faster we can help. When contacting support, provide: + +- **Description** — What's happening vs. what you expected +- **Steps to reproduce** — How to recreate the issue +- **Timestamps** — When the issue occurred (UTC preferred) +- **Trace IDs / Request IDs** — Find these in your [Portkey logs](/product/observability/logs) +- **Error messages** — Exact error text, not screenshots +- **Code snippets** — Relevant code with sensitive data removed +- **Environment details** — SDK version, language, dev/staging/production +- **Impact scope** — How many users or requests are affected + + +Never include API keys, passwords, or PII in support tickets. Use trace IDs instead of full request bodies. +