Support

#Choose the right route

Do not open a public issue for a vulnerability, leaked credential, customer data or an exploit that could affect other deployments.

#What to include

A useful report lets the team reproduce or locate the issue without guessing.

1. Alt8Mail version from the release feed or /opt/a8m/current/VERSION.
2. Deployment shape: single host, OS, mail domain, and whether Office is local or remote.
3. Affected user, mailbox, domain or tenant, without including a password or full message content.
4. UTC timestamps and the first time the issue occurred.
5. Exact steps that reproduce it, expected result and actual result.
6. Relevant sanitized log lines or error codes.
7. What changed immediately before the issue: DNS, policy, user, update, certificate, firewall or storage.
8. A support bundle if the entitlement and data policy allow it.

Never send:

• passwords, session cookies, API keys, SCIM/SIEM secrets or license files;
• full mailboxes, message bodies or attachments unless the team explicitly requests a sanitized copy through an approved channel;
• private keys or certificate bundles without a secure transfer method;
• customer data that is not necessary to reproduce the issue.

#What the desk can see

The Alt8Mail marketing site's enquiry desk is for commercial and support conversations. It is not connected to your Alt8Mail installation. Sending a form enquiry does not grant the team access to your mail, host or System Control.

The Alt8Mail control desk on this website has analytics only from this website, not from your self-hosted product. Do not confuse the two control surfaces.

#Operator diagnostics before escalation

The platform operator should collect:

cat /opt/a8m/current/VERSION
systemctl --failed
systemctl status a8m-server a8m-admin alt8mail-control --no-pager
curl -fsS http://127.0.0.1:8080/api/health
curl -fsS http://127.0.0.1:8081/api/health
curl -kfsS https://127.0.0.1:8808/healthz
/opt/alt8mail/bin/alt8mail-control doctor

For mail-flow issues, also collect:

postqueue -p
tail -n 200 /var/log/mail.log
journalctl -u postfix --since '1 hour ago'
journalctl -u dovecot --since '1 hour ago'

Sanitize addresses, message subjects, queue IDs and customer data before sharing.

The customer-admin support bundle and manual telemetry require the support_ops entitlement where enforced. System Control diagnostics and logs are not license-gated but remain privileged operational data.

#Severity and response

Use these definitions to help the operator route a report. They are not a service-level agreement.

Response times, support hours, named contacts and escalation paths belong in the signed commercial agreement. This page does not create an SLA.

#Licensing and commercial requests

Capabilities gated by a paid feature key need a current license that includes that key. If a capability is missing:

1. Confirm the feature name in the customer admin or System Control license view.
2. Confirm the license state, expiry and seat count.
3. Contact the Alt8Mail team with the deployment scope and the feature you need.

There is no self-service billing portal, subscription checkout or in-app upgrade workflow in the product. Commercial terms are agreed separately.

#Documentation feedback

If a page is inaccurate:

• include the page URL, Alt8Mail version and the exact statement that is wrong;
• describe what the running product actually does;
• attach sanitized evidence if possible.

Documentation content is managed from the Alt8Mail control desk, so corrections can be published without rebuilding the marketing site.