Support Contact¶
Section: Reference | Article 53
Audience: All Users
Last Updated: 2026-04-07
How to Reach Support¶
| Channel | Details |
|---|---|
| support@ravenphyre.net | |
| Web Portal | https://ravenphyre.net/support |
| Business Hours | Monday - Friday, 8:00 AM - 6:00 PM EST |
| Emergency (Sev 1) | 24/7 — use the web portal or email with [SEV1] in the subject line |
What to Include in a Support Ticket¶
Providing complete information upfront helps us resolve your issue faster. Please include:
| Item | Description | How to Obtain |
|---|---|---|
| Organization Name | Your company or account name | Your license or contract |
| License ID | RP-PAM license identifier | Portal footer or GET /api/v1/admin/license |
| RP-PAM Version | Exact version number | curl http://localhost:7101/system/health/ping or portal footer |
| Platform | OS type and version | Windows Server 2022, Ubuntu 22.04, Docker image tag, etc. |
| Database Engine | PostgreSQL or MSSQL with version | SELECT @@VERSION (MSSQL) or SELECT version() (PostgreSQL) |
| Deployment Type | Single-node or HA (and number of nodes) | Your architecture documentation |
| Description | Clear description of the issue | Include when it started and what changed |
| Steps to Reproduce | Exact steps to trigger the problem (if applicable) | Test and document before submitting |
| Error Messages | Exact error text from logs or UI | Copy/paste from logs or screenshot |
| Log Files | Compressed logs from the relevant time period | See Log Collection |
| Screenshots | Portal screenshots if the issue is visual | Use Snipping Tool (Windows) or gnome-screenshot (Linux) |
| Configuration | Relevant sections of rppam.config |
Redact all passwords and keys before sending |
Collecting Logs Quickly¶
Windows:
$today = Get-Date -Format "yyyyMMdd"
Compress-Archive -Path "C:\ProgramData\Ravenphyre\RP-PAM\Logs\rppam-$today*.log" `
-DestinationPath "C:\Temp\rppam-logs-for-support.zip"
Linux:
sudo tar czf /tmp/rppam-logs-for-support.tar.gz \
$(find /var/log/rppam -name "rppam-*.log" -mtime -3)
Important: Before sending configuration files or logs, review them for sensitive data. Replace passwords, connection strings, and encryption keys with
[REDACTED].
Severity Levels¶
When submitting a ticket, select the appropriate severity level:
| Severity | Definition | Examples |
|---|---|---|
| Sev 1 — Critical | Production system is down or completely non-functional. No workaround exists. | Service will not start; all users locked out; data corruption detected |
| Sev 2 — High | Major functionality impaired. A workaround may exist but is not sustainable. | Grants not being created; module disconnected; HA failover not working |
| Sev 3 — Medium | Functionality partially affected. A reasonable workaround exists. | Portal UI rendering issue; one non-critical module intermittent; slow performance |
| Sev 4 — Low | Minor issue or question. No impact on production operations. | Documentation question; feature request; cosmetic UI issue |
Response Times¶
Response times are based on severity and your support tier:
| Severity | Standard Support | Premium Support |
|---|---|---|
| Sev 1 — Critical | 4 hours | 1 hour |
| Sev 2 — High | 8 business hours | 4 business hours |
| Sev 3 — Medium | 2 business days | 1 business day |
| Sev 4 — Low | 5 business days | 2 business days |
Response time is the time until a support engineer acknowledges your ticket and begins investigation. Resolution time varies based on issue complexity.
Support Tiers¶
| Feature | Standard | Premium |
|---|---|---|
| Email support | Yes | Yes |
| Web portal support | Yes | Yes |
| Phone support | No | Yes |
| 24/7 Sev 1 response | Yes | Yes |
| Named support engineer | No | Yes |
| Quarterly health reviews | No | Yes |
| Priority patch delivery | No | Yes |
To check your support tier, see your license agreement or contact your account manager.
Escalation Path¶
If your issue is not being resolved in a timely manner:
- Reply to your ticket with additional context or urgency details.
- Request escalation by adding
[ESCALATE]to the subject line. - Contact your account manager if you have Premium support.
- Email escalations@ravenphyre.net for issues that need management attention.
Self-Service Resources¶
Before opening a ticket, check these resources:
| Resource | Description |
|---|---|
| General Troubleshooting | Common issues and solutions |
| Windows Troubleshooting | Windows-specific issues |
| Linux Troubleshooting | Linux-specific issues |
| Database Troubleshooting | Database issues |
| LDAP Troubleshooting | Directory service issues |
| HA Troubleshooting | Cluster issues |
| Log Collection | Understanding and collecting logs |
| Configuration Reference | Full configuration file reference |
| REST API Reference | API endpoint documentation |
Reporting Security Vulnerabilities¶
If you discover a security vulnerability in RP-PAM, please report it responsibly:
- Email: security@ravenphyre.net
- Do NOT post security vulnerabilities in public forums or support tickets
- Include: description of the vulnerability, steps to reproduce, and potential impact
- We will acknowledge receipt within 24 hours and provide a timeline for remediation
Next Steps¶
- Log Collection and Submission — Prepare logs for your support ticket
- General Troubleshooting — Try self-service troubleshooting first
RP-PAM v1.0.0 — Copyright 2026 Ravenphyre. All rights reserved.