Support & Service Desk
Use this route to submit a request with structured runtime context instead of manually collecting session details.
Channel signals
Confirm which channel, cadence, and doc anchors are active before hitting send.
Ticket snapshot
Key fields you can paste into ticket platforms to avoid repeated typing.
Triage checklist
- Confirm authentication details and org scope from the context preview below.
- Validate active resources (apps/users) using the links above before escalating.
- Note whether this is billing, security, or automation so the right resolver group owns it.
Handoff checklist
Capture these details when passing the issue to another Ops owner.
- Validate the org/app context before escalating to Ops.
- Attach the context snapshot plus article links for quick reproduction.
- Record the chosen channel and severity level in the ticket.
Reference docs
Keep these docs handy when triaging or documenting the request.
Context preview
Share this payload when opening tickets so support can reproduce quickly.
{
"generated_at": "2026-09-16T11:59:29.078Z",
"session_status": "anonymous",
"user_email": null,
"organization": {
"name": null,
"uuid": null
},
"application": {
"name": "buttrbase",
"id": "17"
},
"api_base": "https://api.buttrbase.com",
"notes": null
}Support
Support
ButtrBase offers tiered support to match your deployment size and criticality. This page covers how to file tickets, escalation paths, and what to expect at each support tier.
Support Tiers
Starter (Free / Self-Serve)
- Channels: Community forum, GitHub Issues, documentation
- Response SLA: Best-effort (community)
- Coverage: Business hours (9am–6pm ET, Mon–Fri)
- Scope: General questions, documentation requests, bug reports
- Channels: Email support ticket system (
support@buttrbase.com) - Response SLA: P1 within 4 hours, P2 within 1 business day, P3 within 3 business days
- Coverage: Business hours (9am–6pm ET, Mon–Fri)
- Scope: Integration help, billing questions, bug fixes, upgrade guidance
- Channels: Dedicated Slack channel, email, phone bridge for P1 incidents
- Response SLA: P1 within 30 minutes (24/7), P2 within 2 hours, P3 within 1 business day
- Coverage: 24/7 for P1 incidents; extended business hours for P2/P3
- Scope: All Pro scope plus architecture reviews, custom integration support, named Customer Success Manager (CSM)
- Organization UUID (found in Settings → General)
- Steps to reproduce the issue
- Expected vs actual behavior
- Environment: production / sandbox, SDK version, language/framework
- Priority assessment (see table below)
- Email:
sales@buttrbase.com - Schedule a call: buttrbase.com/contact
Pro
Enterprise
Filing a Support Ticket
Via the dashboard
1. Log in to your ButtrBase admin portal. 2. Click the ? icon in the bottom-left corner. 3. Select Submit a request. 4. Choose a priority level and describe your issue. 5. Attach screenshots, logs, or a reproduction script.
Via email
Send to support@buttrbase.com from an email address associated with your ButtrBase account. Include:
Via API (programmatic tickets)
Enterprise customers can file tickets programmatically:
~~~json
POST /api/support/tickets
Authorization: Bearer
{ "org_uuid": "org-uuid-12345", "subject": "Webhook deliveries failing since 14:00 UTC", "body": "All webhook deliveries to our endpoint have been returning 502 since approximately 14:00 UTC today. Error ID: err-uuid-abc", "priority": "p1", "category": "reliability" } ~~~
Response:
~~~json { "ticket_id": "tkt-uuid-456", "status": "open", "priority": "p1", "created_at": "2024-07-11T14:05:00Z", "assigned_to": "on-call-engineer@buttrbase.com" } ~~~
Priority Levels
| Level | Definition | Example | |-------|-----------|---------| | P1 — Critical | Production system is down or severely degraded; no workaround | API completely unreachable, auth broken for all users | | P2 — High | Major feature broken with workaround available | Webhook delivery failing but polling endpoint works | | P3 — Medium | Feature degraded or incorrect; workaround available | Dashboard shows wrong invoice amount | | P4 — Low | Minor issue or enhancement request | Typo in error message, docs improvement |
Escalation Path
If your ticket is not being addressed within SLA:
1. Reply to the existing ticket marking it as escalated. This triggers an automatic page to the on-call lead. 2. Enterprise only: Reach out in your dedicated Slack channel with the ticket ID. Your CSM will manually escalate. 3. P1 phone bridge (Enterprise): Dial the incident bridge number provided in your onboarding email.
Status Page
Real-time platform status and historical incident reports are available at status.buttrbase.com. Subscribe to email or webhook notifications for your preferred components.
Contacting Sales
For upgrades, custom contracts, volume pricing, or on-premise licensing:
Security Vulnerabilities
Do not file public GitHub issues for security vulnerabilities. Report them via our responsible disclosure program at security@buttrbase.com. We aim to acknowledge within 24 hours and patch within 90 days.