Support

Learn Helipod support channels, escalation paths, and guidance for getting help quickly.

Helipod support is structured so teams can get help in the right place at the right time, from community discussions to production escalations.

Support channels

Primary support surfaces:

Forum: forum.helipod.app

In-app support: Dashboard-based support requests

Direct support channels: Available for eligible paid tiers

The forum is the recommended starting point for general questions, implementation patterns, and non-sensitive troubleshooting.

How to ask for help effectively

When submitting a support request, include as much context as possible:

What happened and what you expected to happen

Project, service, and deployment identifiers

Environment (dev, staging, production)

Relevant build/deploy/runtime logs

Exact error messages

Reproduction steps

The more precise your report is, the faster triage and resolution can happen.

Community vs direct support

Community support

Best for:

Product usage questions

Best-practice guidance

Non-blocking troubleshooting

Use the Helipod Forum: forum.helipod.app

Direct support

Best for:

Account and billing-impacting issues

Platform behavior that blocks releases

Production incidents requiring coordinated response

Availability and priority depend on your workspace tier and support plan.

Application-level support scope

Helipod support focuses on platform behavior, deployment infrastructure, and platform-facing features.

Support does not typically include debugging business logic inside your application codebase. For app-level debugging, use your own engineering workflow plus community collaboration.

Incident severity model

Use severity labels when opening critical tickets:

P1: Active production outage or severe business impact

P2: Major degradation or repeated deploy failure

P3: General platform questions, guidance, and non-urgent issues

Higher-severity incidents should include business impact, blast radius, and time sensitivity.

Escalation guidance

If your issue is production-critical:

Open a support request with severity and impact context

Attach the latest deployment/runtime logs

Include rollback status and mitigation attempts

Keep one communication thread updated to avoid split context

Support readiness checklist

Before escalating, make sure your team has:

On-call ownership defined

Environment and service naming conventions

Backup and restore process documented

Runbooks for common failure modes

Strong internal readiness improves support outcomes significantly.

Read Use Cases

Read Philosophy

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