Support & Developer Helpdesk
We are dedicated to unblocking your engineering workflows. Access our response SLAs, diagnostic guidelines, incident escalation workflows, and direct engineer inboxes.
1. Overview & Support Channels
Whether you are resolving an edge container build error in DevOS, setting up Paystack subscriptions, or integrating cryptographic QR scanners in VUX, our engineering team monitors active queues around the clock.
Direct routing from inquiry to designated systems architect
Ticket received via support@kontyra.name.ng or the in-app Console help widget.
Correlates account tier, active organization context, and relevant sandbox telemetry.
Assigned directly to the core engineer maintaining the affected microservice.
Issue resolved with verification reproduction and permanent docs / bugfix update.
2. Official Inboxes & Email Routing
Emails dispatched to these addresses route directly to designated teams with guaranteed receipt and tracking:
DevOS sandboxes, CLI debugging, VUX ticketing, and API integration issues.
Responsible vulnerability disclosures, bug bounty submissions, and security audits.
Invoicing, payment discrepancies, VAT receipts, and custom corporate plans.
GDPR/NDPR data requests, sub-processor agreements, and terms interpretation.
Hackathon sponsorships, university chapter onboarding, and media inquiries.
3. Response SLA Guarantees
Response targets vary depending on your subscription tier and organization support add-ons:
| Severity Level | Community Tier | Pro / Team Tier | Enterprise SLA |
|---|---|---|---|
| Critical (P1: Outage) | < 12 hours | < 2 hours | < 15 minutes |
| Major (P2: Degraded) | < 24 hours | < 6 hours | < 1 hour |
| Normal (P3: Bug/Q&A) | < 48 hours | < 24 hours | < 4 hours |
4. Submitting Diagnostic Reports
To expedite resolution when writing to support@kontyra.name.ng, please include the following technical telemetry:
{
"account": "alex@kontyra.name.ng",
"organizationId": "org_98f12a",
"service": "DevOS",
"sandboxId": "proj_8291ac",
"cliVersion": "@kontyra/devos v1.2.0",
"reproductionSteps": [
"1. Ran devos deploy --dir .",
"2. Build failed during node-pty packaging",
"3. Received exit code 137 (OOM killed)"
],
"expectedBehavior": "Container builds Next.js assets within RAM limit"
}5. Incident Severity & Escalation
For critical production emergencies affecting revenue or live attendees (e.g. door check-in scanner failure during a live conference), prefix your email subject line with [URGENT-P1]. This automatically triggers engineer pager alerts.
6. Support REST API Reference
Creates an authenticated support ticket linked to your organization.
Fetches ticket status, assigned engineer notes, and resolution history.