Support
- In the product
- Help & Support, from the account menu
- By email
- The address on the Support page (devglimpse.com/support)
You can reach DevGlimpse support from inside the product or by email. Every member of a workspace can use the in-product form.
Contact support in the product
- Open Help & Support from the account menu.
- Pick a Topic: Question, Something is broken, Billing or license, or Feature request.
- Enter a Subject and a Message.
- Leave Reply to empty to get replies at the email we have on file, or enter another address.
- Click Send request.
You get a request reference straight away. The request includes your workspace, its plan and its support tier, and what you write. It carries no data from your dashboards.
Contact support by email
If you cannot sign in, or are locked out, email the address on the Support page. To report a security vulnerability, use the address on the Security page.
Response times
Your plan sets your support tier. The tier sets how fast a person first answers.
| Tier | First response | Urgent issues | Coverage |
|---|---|---|---|
| Standard | 2 business days | 1 business day | Business days |
| Business | 1 business day | 8 business hours | Business days |
| Enterprise | 1 business day | 4 hours | 24/7 for urgent issues, business days otherwise |
Standard applies to the free trial and to any plan without a higher tier. Urgent means DevGlimpse is unavailable, or your data has stopped updating for the whole workspace. Business days are Monday to Friday, excluding public holidays. The Help & Support page also shows your workspace’s tier.
What to include in a report
A good report gets a faster answer. Include:
- What you expected, and what happened instead.
- The page or menu path, for example Admin → Integrations.
- When it started, with your time zone.
- Who is affected: just you, or the whole workspace.
- The name of the GitHub organization, repository or person involved.
- Any message you saw, copied exactly. A screenshot helps.
- What you already tried, such as the fixes in Troubleshooting.
Do not paste passwords, tokens or credentials into a request.
Grant support access
If support needs to look at your workspace, an org admin can grant a time-boxed, read-only window. KubeAce support can read a workspace only inside that window, and each use is recorded in the audit log.