Support & Status

Use this page when you need help, want to check service health, or need a path for troubleshooting a platform issue.

Support Tickets

Ask for help with a support ticket. A ticket belongs to your organization: everyone in it can read it, reply to it and close it.

Filing a Ticket

1. Go to Settings > Organization > Support and click New ticket. New ticket on the portal's Support page and Report an issue in Work's account menu open the same form.
2. Enter a Subject, the Area of the platform, a Priority and a Description.
3. Add up to 3 screenshots (PNG, JPEG, GIF or WebP, up to 5 MB each). You can also paste them.
4. Click Send ticket.

Every member can file tickets, Viewers included, and so can API keys and agent credentials with the support:write scope. Tickets stay available while an organization is suspended for payment.

Reporting From Any Page

On any page in the portal, click the help button at the bottom right (⋮), or open your user menu, and choose Report an issue. You fill in the same fields. In a desktop browser you can also capture an area of the page as a screenshot. Before the ticket goes out, you see what the portal noticed on that page (the page itself, recent errors, failed requests and your last clicks) and untick anything you would rather not send.

The same button also opens the Guide, if you can use your organization's AI.

What to Include

Include enough context for support to reproduce or locate the issue:

• Project slug, if relevant.
• App or deployment name.
• When it happened, with the timezone.
• The error message, or a screenshot of it.
• Recent changes you made before the issue appeared.

Do not send secrets, access tokens, private keys, database passwords, or full environment variable dumps, in the description or in a screenshot.

Replies and Status

Support answers on the ticket. Whoever filed it or replied to it gets an email and a portal notification when support replies or changes the status. Reply on the ticket's page; a reply can carry screenshots too.

Status	Meaning
Open	Waiting for support.
In progress	Support is working on it.
Waiting for you	Support needs something from you.
Resolved	Support considers it solved. It closes by itself after 14 days without a reply.
Closed	Finished.

Replying reopens a ticket that is waiting for you, resolved or closed. Close a ticket yourself once your question is answered. A closed ticket is deleted, with its screenshots, 90 days after it closed. After that it cannot be reopened, so open a new ticket.

Email and Phone

You can also email support@shaep.com, or call the number on the portal's Support page.

Status Page

Open Status in the portal to check health for:

• Identity.
• Storage.
• Registry.
• Build.

The status page shows current health for core platform services.

Self-Service Troubleshooting

Problem	Start here
Cannot sign in	Confirm the identity service status, then retry with a fresh browser session.
Deployment unhealthy	Review the deployment logs on the Logs tab.
Build not running	Check runner capacity in Usage & Quotas, then inspect the build run.
Cannot push an image	Review Docker Registry and confirm image naming.
Storage unavailable	Check Storage and service status.
API call returns 401/403	Check token validity, scopes, organization membership, and project membership.

Escalation Checklist

Before you file a ticket:

1. Check the status page.
2. Retry once if the failure is transient.
3. Capture the exact error and timestamp.
4. Check audit logs for recent admin or credential changes.

Next Steps

• Review audit logs
• Check usage and quotas