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Getting Support

If you encounter issues or have questions, we offer several channels for support, depending on your subscription tier and the nature of your problem.

Community Support

For all users, especially those on the Free tier, our community forum is the best place to start. Here you can:

  • Ask questions and get help from other users.
  • Share your projects and see what others are building.
  • Report bugs and suggest new features.

(Link to community forum will be added here.)

Community channels are ideal for:

  • “How do I…?” usage questions.
  • Sharing ideas or workflows with others.
  • Getting feedback on potential improvements or feature requests.

Email Support

For subscribers on the Hobbyist, Pro, and Business tiers, we offer direct email support.

  • Hobbyist: Guaranteed response within 48 hours.
  • Pro: Priority response within 24 hours.
  • Business: High-priority response within 12 hours.

Please send your support requests to support@matrixforge.io from the email address associated with your account.

When contacting email support, it helps to include:

  • The email address and subscription tier associated with your account.
  • The name (and, if possible, ID or version) of the workflow you are using.
  • A short description of what you expected to happen and what actually happened.
  • Any relevant log output, error messages, or screenshots (avoid including secrets or credentials).

Dedicated Support

Enterprise customers receive a dedicated support channel, a direct line to our engineering team, and a Service Level Agreement (SLA) tailored to their needs. Please refer to your Enterprise contract for details on how to access your dedicated support.

Typical Enterprise arrangements can include:

  • A named technical contact or account manager.
  • Scheduled check‑ins to review usage, roadmap, and upcoming changes.
  • Assistance with roll‑outs, migrations, and custom integrations.

Reporting Issues

If you believe you have found a bug in the software or a security vulnerability in a workflow, please report it to us immediately at security@matrixforge.io. We take all security reports very seriously.

When reporting a potential security issue:

  • Please do not share sensitive details publicly.
  • Include enough information for us to reproduce the issue (affected workflow, environment, and steps).
  • If possible, redact or anonymise user data.

We will acknowledge your report, investigate, and keep you updated on our progress according to the severity of the issue and your support tier.

Self‑Help Resources

In addition to direct support, you can use:

  • The User Guide (this documentation) for end‑user workflows, pricing, and licensing.
  • The Developer Guide for deeper technical insight if you are also administering or extending BinaryCircuits.
  • The cargo doc‑generated API documentation (for administrators and developers) when working directly with the Rust crates.

Whenever possible, we try to keep these documents up‑to‑date so that many common questions can be answered without waiting for a support response.