---
title: Support
description: Support channels and options available depending on your needs and subscription level.
---

import { Callout } from 'fumadocs-ui/components/callout';
import { Step, Steps } from 'fumadocs-ui/components/steps';
import { Tab, Tabs } from 'fumadocs-ui/components/tabs';

## Support Channels

| Channel                     | Availability | Best For                                |
| --------------------------- | ------------ | --------------------------------------- |
| Community (Discord, GitHub) | All users    | General questions, community discussion |
| Email Support               | Paid plans   | Account issues, billing questions       |
| Priority Support            | Enterprise   | Urgent issues, dedicated assistance     |

## Community Support

Community support is available to all users, including those on free plans and self-hosted deployments.

<Tabs items={['Discord', 'GitHub']}>
<Tab value="Discord">

Join the Documenso Discord server to:

- Ask questions and get help from the community
- Share feedback and feature requests
- Connect with other Documenso users
- Stay updated on announcements

Discord is best for general questions and discussions. Response times vary based on community availability.

</Tab>
<Tab value="GitHub">

Use GitHub for technical discussions and bug reports:

- **[GitHub Discussions](https://github.com/documenso/documenso/discussions)**: Ask questions, share ideas, and discuss features
- **[GitHub Issues](https://github.com/documenso/documenso/issues)**: Report confirmed bugs with reproducible steps

When opening an issue, include:

1. Documenso version
2. Deployment method (Cloud, self-hosted Docker, Kubernetes, etc.)
3. Steps to reproduce the problem
4. Expected vs actual behavior
5. Relevant logs (with sensitive information redacted)

</Tab>
</Tabs>

<Callout type="warn">
  Do not report security vulnerabilities through public GitHub issues. See the [Security
  Issues](#security-issues) section below.
</Callout>

## Paid Support Tiers

Paid plans include access to direct support from the Documenso team.

<Tabs items={['Standard Support', 'Platform and Above', 'Enterprise Support']}>
<Tab value="Standard Support">

Available on paid subscription plans:

- Email support at support@documenso.com
- Account and billing assistance
- Technical guidance for Documenso Cloud usage
- Response during business hours

</Tab>
<Tab value="Platform and Above">

Available on [Platform plans](https://documen.so/platform-cta-pricing) and above:

- All standard support channels
- Private Discord channel for direct communication with the Documenso team
- Private Slack workspace for closer collaboration

</Tab>
<Tab value="Enterprise Support">

Available with Enterprise subscriptions:

- All Platform support channels
- Priority response times
- Dedicated support contact
- Assistance with deployment and integration
- Custom configuration guidance
- Scheduled calls for complex issues

Contact [sales](https://documen.so/enterprise) for Enterprise support options.

</Tab>
</Tabs>

<Callout type="info">
  If you prefer Discord or Slack, contact support to be invited to a private channel or workspace.
</Callout>

## Self-Hosted Support

Self-hosted deployments have access to community support through Discord and GitHub. The following resources are available:

- [Self-Hosting Documentation](/docs/self-hosting) - Setup and configuration guides
- [Troubleshooting Guide](/docs/self-hosting/maintenance/troubleshooting) - Common issues and solutions
- [GitHub Discussions](https://github.com/documenso/documenso/discussions) - Community Q&A

<Callout type="info">
  Enterprise licenses for self-hosted deployments can include dedicated support. Contact
  [sales](https://documen.so/enterprise) for details.
</Callout>

## Response Times

Response times depend on the support channel and plan:

| Plan               | Channel                     | Target Response Time      |
| ------------------ | --------------------------- | ------------------------- |
| Free / Self-Hosted | Community (Discord, GitHub) | Best effort               |
| Paid Plans         | Email                       | 1-2 business days         |
| Enterprise         | Priority Support            | Within 4-8 business hours |

Response times are targets, not guarantees. Actual times may vary based on issue complexity and volume.

## What's Included

<Tabs items={['Included', 'Not included']}>
<Tab value="Included">

- Guidance on Documenso features and functionality
- Help with configuration and settings
- Troubleshooting application errors
- Account and billing questions (paid plans)
- Bug reports and issue investigation
- Upgrade assistance

</Tab>
<Tab value="Not included">

- Custom development or code modifications
- Third-party integration development
- Infrastructure setup (servers, databases, networking)
- Training sessions (available separately)
- Support for modified or forked versions

</Tab>
</Tabs>

<Callout type="info">
  Professional services for custom development, training, and dedicated implementation support are
  available separately. Contact [sales](https://documen.so/sales) for details.
</Callout>

## Escalation Process

If your issue is not resolved through initial support channels:

{/* prettier-ignore */}
<Steps>
  <Step>
    ### Community support

    If you don't receive a response on Discord or GitHub within a reasonable time, try the other channel or provide additional details.

  </Step>
  <Step>
    ### Email support

    Reply to your existing support thread with additional information. Avoid opening duplicate tickets.

  </Step>
  <Step>
    ### Request escalation

    For urgent issues on paid plans, request escalation in your support email.

  </Step>
  <Step>
    ### Enterprise customers

    Contact your dedicated support representative directly.

  </Step>
</Steps>

For billing disputes or account issues, email support@documenso.com with your account details.

## Security Issues

Do not report security vulnerabilities through public channels (GitHub Issues, Discord, etc.).

{/* prettier-ignore */}
<Steps>
  <Step>
    ### Email the security team

    Email security@documenso.com.

  </Step>
  <Step>
    ### Include details

    Include a detailed description of the vulnerability.

  </Step>
  <Step>
    ### Provide steps to reproduce

    Provide steps to reproduce if possible.

  </Step>
  <Step>
    ### Allow time for investigation

    Allow time for investigation before public disclosure.

  </Step>
</Steps>

Documenso follows responsible disclosure practices. Security researchers who report valid vulnerabilities responsibly will be acknowledged.

## Contact

| Purpose          | Contact                                                        |
| ---------------- | -------------------------------------------------------------- |
| General support  | support@documenso.com                                          |
| Security issues  | security@documenso.com                                         |
| Enterprise sales | [sales@documenso.com](https://documen.so/enterprise)           |
| Privacy requests | privacy@documenso.com                                          |
| Community        | [Discord](https://documen.so/discord)                          |
| Bug reports      | [GitHub Issues](https://github.com/documenso/documenso/issues) |

## Related

- [Troubleshooting](/docs/self-hosting/maintenance/troubleshooting) - Self-hosted issue resolution
- [Self-Hosting](/docs/self-hosting) - Deployment and configuration guides
- [Enterprise Edition](/docs/policies/enterprise-edition) - Commercial licensing options
- [Privacy Policy](/docs/policies/privacy) - How Documenso handles your data
