Getting Support
Qognetix provides structured support to ensure reliable operation of the execution substrate and associated tooling.
For all support enquiries, please use one of the following channels:
- Email: su*****@******ix.com
- Slack: Available to approved customers and pilot partners
We aim to respond to all enquiries within one working day.
Support Scope
Support covers the operation and use of Qognetix platform components, including:
- Substrate runtime behaviour and execution issues
- Replay, inspection, and observability tooling
- Plugin loading, configuration, and licensing
- Environment setup and integration guidance
Support does not include custom development or bespoke feature implementation. These are handled separately under commercial agreements.
Slack Support (Customers & Partners)
Slack is the primary support channel for active customers and pilot deployments.
This allows:
- Faster iteration on technical issues
- Direct collaboration with the Qognetix engineering team
- Structured handling of runtime and integration queries
If you do not yet have Slack access, please request this via email.
Reporting an Issue
When reporting an issue, please include:
- A clear description of the problem
- Steps to reproduce (if applicable)
- Relevant logs or replay references
- Environment details (version, configuration, plugins in use)
Where possible, include replay data to enable deterministic inspection.
Response & Handling
Support requests are handled based on impact and reproducibility:
- Blocking issues (runtime failure, execution errors) are prioritised
- Degraded behaviour is investigated with replay and telemetry
- General queries are handled in standard support flow
We may request additional data to reproduce and validate behaviour before issuing a resolution.
Governance & Safety
Due to the governed nature of the Qognetix platform:
- Certain behaviours may be intentionally restricted by execution policies
- Support may involve reviewing governance configurations and constraints
- Changes to execution permissions or boundaries are subject to validation
Commercial Support & Extensions
For:
- Bespoke plugins
- Custom integrations
- Extended support arrangements
Please contact us via su*****@******ix.com to discuss commercial options.
Status & Updates
At present, platform status updates are communicated directly via Slack and email.
A public status page will be introduced as the platform scales.