How to get support
| Plan | Channel | Target first response |
|---|---|---|
| Free | GitHub Discussions and Discord | Community — best effort, no guaranteed response |
| Hobby | Email — support@kirak.io | Within 2 business days |
| Pro | Priority email — support@kirak.io | Within 1 business day |
| Agency | Priority email — support@kirak.io | Within 8 business hours |
| Enterprise | As set out in your agreement (named contact, shared channel, faster targets) | Per your agreement |
Support hours are Monday to Friday, 09:00–18:00 UK time, excluding UK public holidays. “Business hours” and “business days” are counted within those hours.
Outages and security issues are handled fastest, on any plan. If Kirak Studio is down or you believe there is a security problem, email support@kirak.io (or, for a suspected vulnerability, follow SECURITY.md) — automated alerting monitors platform health 24/7.
What support covers
- Account, billing, and plan questions
- Deployment, instance, and platform issues
- Triaging whether a problem is with Kirak or with your application
- Bug reports for the Service
- Questions about how a feature or the runtime is meant to work, and gaps in the documentation
What support does not cover
- Writing, reviewing, or debugging your application code, hooks, custom endpoints, SQL, or configuration
- Architecture or design consulting
- Issues with third-party providers you connect (your Stripe account, your cloud account for BYOC, etc.)
- Custom development or migration work
- Anything beyond community channels on the Free plan
For hands-on help beyond this, Enterprise plans can include a support package — contact sales@kirak.io.
Reaching us
- support@kirak.io — all paid-plan support
- GitHub Discussions / Discord — community
- sales@kirak.io — Enterprise and custom support