---
title: "Getting Support"
description: "How to get help."
---

## Support Channels

TracerTM provides multiple support channels to ensure you get help when needed. Choose the channel that best fits your situation.

### GitHub Issues

**Best for:** Bug reports, feature requests, and technical discussions

- Create detailed issues with error logs and reproduction steps
- Include your TracerTM version (`trace --version`)
- Attach relevant configuration files (sanitized for sensitive data)
- Provide step-by-step instructions to reproduce the issue
- Expected response time: 24-48 hours for critical issues

**Link:** [GitHub Issues](https://github.com/atoms-tech/tracertm/issues)

### Community Support

**Best for:** General questions, usage patterns, and knowledge sharing

- Join our Slack workspace for real-time discussions
- Access community-contributed solutions and best practices
- Share your use cases and learn from others
- Expected response time: Community driven (typically 4-24 hours)

### Enterprise Support

**Best for:** Production systems, SLA requirements, and dedicated assistance

- Contact support with project request IDs and timestamps
- Receive priority response from our support team
- Access to on-demand consultation and architecture reviews
- Includes regular health checks and optimization recommendations
- Available 24/7 with SLA guarantees

**Contact:** support@atoms.tech

### Documentation & Resources

**Before reaching out, check:**

- [Troubleshooting Guide](/docs/00-getting-started/08-troubleshooting)
- [FAQ Section](/docs/00-getting-started/05-faq)
- [CLI Reference](/docs/02-api-reference/04-cli)
- [API Documentation](/docs/02-api-reference/02-rest-api)

### Reporting Security Issues

For security vulnerabilities, please DO NOT create public GitHub issues. Instead:

- Email: security@atoms.tech
- Include detailed reproduction steps
- Allow 90 days for patching before disclosure
- You may be eligible for our bug bounty program

## Getting Help Effectively

**Provide context:**
- TracerTM version and environment (local/Docker/cloud)
- Operating system and relevant tool versions
- Exact error messages and logs
- Steps to reproduce the issue

**Prepare logs:**
```bash
# Enable debug logging
trace --debug <command>

# Export debug logs
trace export-logs --output logs.zip
```

**Use request IDs:**
Every API error includes a request ID. Include this when contacting support for faster resolution.

## FAQs

**Q: What's the expected response time for support requests?**
A: Critical issues get 2-4 hour response times with enterprise support. Community support varies based on availability.

**Q: How often are updates released?**
A: Monthly feature releases with weekly patch releases as needed. Security patches within 24 hours.

**Q: Is there a status page?**
A: Yes, check [status.atoms.tech](https://status.atoms.tech) for real-time service status.

**Q: Can I get technical consulting?**
A: Yes, contact our enterprise support team for architecture reviews and implementation assistance.
