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Getting Help

How to get support when you need it.

Support Channels​

1. Documentation (Self-Service)​

Best for: Finding answers quickly, learning features, API reference

  • Search the docs - Use the search bar above
  • Browse by topic - Check the sidebar navigation
  • View examples - Code samples in each SDK guide

Average resolution time: Immediate

2. GitHub Discussions (Community)​

Best for: Questions, feature requests, sharing ideas, discussing best practices

Available to: All users

How to use:

  1. Visit GitHub Discussions
  2. Search for similar questions
  3. Post your question with details
  4. Community and Toggly team will respond

Average response time: 24-48 hours (best effort)

Tips for better responses:

  • Include code samples
  • Specify which SDK you're using
  • Share error messages
  • Explain what you've tried

3. GitHub Issues (Bug Reports)​

Best for: Reporting bugs, requesting features

Available to: All users

How to report:

  1. Visit GitHub Issues
  2. Search for existing issues
  3. Create new issue with template
  4. Provide reproduction steps

What to include:

  • SDK version
  • Framework/runtime version
  • Minimal reproduction code
  • Expected vs actual behavior
  • Error messages/stack traces

4. Email Support (Paid Plans)​

Best for: Account issues, technical support, private issues

Available to: Paid plan users

Contact: [email protected]

Response times:

  • Professional: 24-48 hours (business days)
  • Enterprise: 4-8 hours (custom SLA available)

What to include:

  • Your account email
  • Detailed description
  • Steps to reproduce
  • Screenshots if applicable
  • SDK/platform details

5. Enterprise Support​

Best for: Critical issues, custom integrations, strategic guidance

Available to: Enterprise plan users

Features:

  • Dedicated support channel (Slack/Teams)
  • Video call support
  • Priority bug fixes
  • Custom SLA agreements
  • Training and onboarding

How to access:

Before Contacting Support​

Help us help you faster by gathering this information:

For Technical Issues​

  1. SDK Details:

    • SDK name and version
    • Framework/runtime version
    • Operating system

  2. Error Information:

    • Full error message
    • Stack trace
    • Browser console output

  3. Reproduction:

    • Steps to reproduce
    • Minimal code example
    • Expected vs actual behavior

  4. Context:

    • When did this start?
    • Did it ever work?
    • Recent changes made

For Account/Billing Issues​

  1. Account email
  2. Organization/team name
  3. Current plan
  4. Specific issue or question
  5. Invoice number (if applicable)

Emergency Issues​

Critical Production Issue​

If you have a critical production issue:

  1. Disable the problematic feature in the dashboard immediately
  2. Check Status Page for known incidents
  3. Contact support with "URGENT" in subject
  4. Enterprise users: Use your dedicated support channel

Security Vulnerabilities​

If you discover a security vulnerability:

DO NOT post publicly on GitHub.

Instead:

  1. Email: [email protected]
  2. Include detailed description
  3. Provide steps to reproduce (if safe)
  4. We'll respond within 24 hours

Support Response Times​

PlanResponse TimeChannels
CommunityBest effort (24-72h)Docs, GitHub Discussions
Professional24-48 hoursEmail + Community
Enterprise4-8 hoursDedicated channel + Email + Community

Business days (Monday-Friday, 9am-5pm PST)

Self-Service Resources​

Before contacting support, try these resources:

Tips for Faster Resolution​

1. Search First​

Most questions have been answered:

  • Search documentation
  • Search GitHub Discussions
  • Search GitHub Issues

2. Provide Context​

Include:

  • What you're trying to achieve
  • What you've already tried
  • Relevant code snippets
  • Error messages

3. Use the Right Channel​

  • Quick question? → GitHub Discussions
  • Bug report? → GitHub Issues
  • Account issue? → Email
  • Critical issue? → Email with URGENT tag

4. Be Specific​

Instead of: "It doesn't work"

Say: "When I call toggly.isEnabled('my-feature') in React 18.2 with @ops-ai/react-feature-flags-toggly v2.1.0, I get undefined instead of true/false. The feature flag is enabled in the dashboard. Here's my code: [...]"

Feedback​

We're constantly improving! Share feedback:

Additional Resources​