Support¶
Contact channels¶
| Topic | Contact |
|---|---|
| Technical support (deployment, credentials, errors) | support@hopr.co |
| Sales, licensing, enterprise contracts | sales@hopr.co |
| Export control inquiries | export@hopr.co |
| Custom blueprint topology requests | lane7@hopr.co |
| Documentation issues (typos, broken links, missing content) | GitLab Issues |
What to include in a support request¶
For fastest resolution, include in your email:
- Customer ID — visible in your delivery email or account dashboard
- Blueprint name — e.g., "Armored Convoy"
- Deployment path — Path 0, 1, or 2
- Kubernetes environment — k3d (local), GKE, EKS, AKS, other
- Symptom — what you observe (pod status, log output, error message)
- Steps already tried — saves time ruling out common causes
For pod errors, include the output of:
kubectl get pods -A
kubectl describe pod <pod-name> -n <namespace>
kubectl logs <pod-name> -n <namespace> -c xtra-wasm --tail=50
kubectl logs <pod-name> -n <namespace> -c web-app --tail=50
Response time¶
Support is handled by the Hopr engineering team. Response time is typically within one business day for standard requests. For urgent production issues, include "URGENT" in your subject line.