Support when production needs it
IntentGate runs in your environment. Our job is to back up the operator running it, with a private channel, a response window you can plan against, and engineers who built the gateway on the other end of the email.
Operating IntentGate is your job. Backing you up is ours.
IntentGate is self-hosted. There is no SaaS to call when something breaks at 2 a.m., and that is the point: your data never leaves your network and your control plane is not anyone else's dependency. Support is the human side of that promise.
Every paid license includes a private email channel staffed by the engineers who built the gateway, with a one business day response window across EU hours. Enterprise deployments add a named technical contact and a 24/7 paging path written into the order form. No tiered queue, no first-line bot, no time wasted re-explaining your architecture every quarter.
What you get at each license level
Three tiers, matched to the licensing tiers on the pricing page. Pick the row that matches the contract you are considering and read across.
Community
Public docs, GitHub issues, and the community channel. The same answer everyone else gets, on no schedule.
- GitHub issues across every public repo
- Public documentation and runbooks
- Best-effort response from the community
- No private channel and no SLA
Commercial
Email support during EU business hours with one business day response. The default for any deployment running a paid IntentGate license.
- Private email channel: support@intentgate.app
- 1 business day response (EU business hours)
- Direct access to engineering on production incidents
- Triage and patch tags within the same release cycle
Enterprise
Named technical contact, 24/7 paging on production-down incidents, and a contractual SLA written into the order form.
- Dedicated support engineer assigned to your account
- 24/7 paging via PagerDuty or your incident tool
- Contractual SLA on response and patch time
- Quarterly architecture review with the engineering team
How we work an incident with you
Open a ticket by email at support@intentgate.app, or page the on-call rotation directly if you are on the Enterprise tier. Include the gateway version, the audit event id or JTI in question, and the policy file you have in production. The on-call engineer acknowledges within the response window, triages with you on the same thread, and either ships a patch tag or files the operator-side fix in the runbook.
Every fix that lands in a release is in the changelog of the affected repo. The runbook entry is permanent so the next operator who hits the same shape of problem finds the answer before they need to email. Postmortems on serious incidents are written by the engineer who shipped the fix and shared on request.
Find the answer before you need to ask
Most operator questions are already answered in the docs and the runbook. Start here and ticket only when you have to.
Docs site
Architecture, install guides, operator manual, runbooks, and the JSON-RPC reference for every gateway endpoint.
Open → OperationsDeployment runbook
End-to-end checklist for the first production deployment, from Helm install to first signed audit event.
Open → ReleasesChangelog and versions
Every component tags its releases on GitHub. Watch the repo you depend on to get notified of every patch.
Open →Already a customer?
Email support@intentgate.app with your license id, gateway version, and a description of the issue. Enterprise customers can page on-call directly through the integration set up at onboarding.
Email support@For security researchers
Coordinated disclosure to security@intentgate.app. Embargo is 90 days from confirmed receipt, or earlier when a patch is available and customer-deployed. Full policy on the security page.
Email security@