Support

A clear path for help, incidents, and production questions.

Public launch needs visible support expectations. This page describes the default intake and escalation model for customers evaluating or operating Opsidian.

Last updated: May 23, 2026

Support intake

Product questions, access issues, procurement requests, and security reports should be routed through support@opsidian.app or the customer commercial contact.
Include tenant name, affected users, route or workflow, screenshots where safe, approximate time, and business impact.
Do not send passwords, recovery codes, full exports, or highly sensitive source files through email.

Response model

Critical security or availability issues should be acknowledged first and escalated to engineering ownership.
Access or billing blockers should be handled ahead of general product questions.
Feature requests and workflow feedback should be triaged into the product backlog after support impact is understood.

Operational readiness

Before broad public launch, the support inbox, ownership rota, alert routing, uptime checks, and incident communications process should be tested with a private beta tenant.

Need a contractual version?

Signed order forms, DPAs, and procurement exhibits govern when they differ from public summaries.