> ## Documentation Index
> Fetch the complete documentation index at: https://vlyai-1c28d863.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Contacting support

> When and how to reach out. Channels per plan and what to include in your message.

## Channels by plan

| Plan | Channel | SLA |
| - | - | - |
| Free | [Discord community](https://discord.gg/vly) | Best-effort |
| Pro | [support@vly.ai](mailto:support@vly.ai) | 1 business day |
| Business | [support@vly.ai](mailto:support@vly.ai) (priority) | 4 business hours |
| Enterprise | Dedicated CSM + Slack channel | 1 business hour |

For urgent production issues on Business / Enterprise tiers, see [Escalation](/troubleshooting/escalation).

## What to include

Always:

* **Workspace ID and project ID** (find in Settings → About).
* **Revision ID** if a specific change is involved.
* **What you expected vs. what happened**.
* **Steps to reproduce**.
* **Browser console errors / Convex log excerpts** (paste, don't screenshot).
* **Screenshots / video** if it's a visual issue.

Optional but helpful:

* The prompt that produced the issue.
* The agent used.
* Recent changes from version history.

## What not to include

* Production secrets / API keys (we don't need them, and never asks for them).
* Personally identifiable information of your users (anonymize first).

## Response times

We try to acknowledge within the SLA above, even if a full resolution takes longer. If you don't hear back within 2× the SLA, follow up.

## Related

<CardGroup cols={3}>
  <Card title="Escalation" icon="phone" href="/troubleshooting/escalation">
    For urgent production issues.
  </Card>

  <Card title="Discord" icon="message-circle" href="https://discord.gg/vly">
    Live community.
  </Card>

  <Card title="Status page" icon="activity" href="https://status.vly.ai">
    Check for ongoing incidents first.
  </Card>
</CardGroup>


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