Support centre
Use Support Centre to open a private ticket with the AverQel support team, provide relevant details, and continue the conversation as the ticket is updated.
Create a ticket
Choose the closest category, give the issue a concise subject, and describe what happened and what you expected.
Follow the thread
Public support replies and status changes appear in your ticket. Reply with requested details to continue the conversation.
Attach a file
The current interface accepts PDF, PNG, JPEG, and UTF-8 text attachments up to 5 MiB, subject to validation, malware scanning, and available storage.
Understand status
Tickets can move through open, in progress, waiting for user, resolved, and closed states. A user reply can reopen a resolved or closed ticket.
How to get a useful response
- Describe the page or workflow and the steps that reproduce the issue.
- Include the time and timezone and any visible request or ticket reference.
- Attach only a file needed to understand the issue, after removing unrelated personal data.
- Do not include passwords, API keys, recovery codes, private documents, or production secrets.
- Watch the ticket thread for a reply or request for more information.
Who can read support content
Your ticket, replies, and attachments are visible to you and explicitly assigned Support Managers. Support Managers can read tickets across workspaces and must also be in the deployment's platform-admin allowlist. They may record internal notes that are not shown in your user view. Support content is not end-to-end encrypted and privileged reads are audited. Do not submit information support does not need.
Response targets and email
The current backend records elapsed-UTC first-response and resolution targets (8 and 72 hours for normal priority; priority changes can select different targets) and can alert support staff when tickets become overdue. These are operational targets, not a guarantee of response by a particular wall-clock time; they do not use a business-hours calendar, and waiting for the user does not pause the resolution clock. Email notifications require the deployment to configure SMTP and run the notification worker and scheduler. In-app ticket updates remain the primary thread.
Contact without signing in
Visitors can use the Contact the developer form at the bottom of the public landing page. First, it sends a one-time code to the reply email address you enter. After you verify that address, the form sends your name, subject, and message through the mail service configured for that site; replies are addressed to the verified email. Direct mail to the published contact address is forwarded only when the site has configured Resend inbound processing. Messages are not saved in AverQel's application database. The mail provider and receiving mailbox handle them under their own retention and privacy rules. Do not include passwords, API keys, private documents, or other information the developer does not need. The form is unavailable until the site operator configures secure email delivery.