Support
We're here to help when you need us
Support Procedure
Our support team is dedicated to resolving your issues efficiently. Please follow the procedure below to ensure the fastest response time.
How to Contact Support
- Email: Send a detailed description of your issue to support@interstellio.io
- Include: Your company name, contact person, phone number, and a clear description of the problem
- Priority: Indicate the priority level (P1, P2, or P3) based on the severity guidelines below
- For P1 Issues: After sending the email, call +27 12 883 1824 to escalate and schedule an immediate ZOOM call
Contact Information
24/7
Priority Levels
Please assess your issue and indicate the appropriate priority level when contacting support.
P1 - Critical Cases
Service outages or critical failures preventing core functionality
Examples:
- Complete system outage
- All subscribers unable to authenticate
P2 - General Non-Critical Support
Issues that do not cause service outages but require attention
Examples:
- Non-critical feature not working as expected
- Configuration or provisioning issues
- Intermittent errors not affecting overall service
- Reporting or monitoring discrepancies
P3 - Informational Queries
General inquiries or non-urgent requests
Examples:
- General questions about functionality
- Feature requests
- Documentation clarification
- Minor bugs with workarounds available
Before Contacting Support
To help us resolve your issue faster, please have the following information ready:
What happened and when did it start?
How can we recreate the problem?
Any error messages or log excerpts
Any changes made to your environment
How is this affecting your operations?
Any steps you have already attempted