# Technical Support

This page forms an integral part of the [Terms of Service](https://tuna.am/en/tos.md) (clause 17.3).

## Contact channels

| Channel                                                     | What for                                                                        |
| ----------------------------------------------------------- | ------------------------------------------------------------------------------- |
| <info@tuna.am>                                              | Main channel: questions about the services, subscription, payment and documents |
| <abuse@tuna.am>                                             | Abuse reports, see [Abuse and Complaints](https://tuna.am/en/docs/abuse.md)     |
| [Telegram community](https://telegram.me/+Kgbtt0_gJwI5ZmEy) | Talking to the team and other users, quick questions                            |

Please send subscription-related requests from the email address specified in your personal account — that way we can identify the account without additional checks.

## Working hours

Support works on business days from 10:00 to 17:00 Yerevan time (Asia/Yerevan, UTC+4).

Requests received outside working hours are queued and handled on the next business day. Incidents affecting platform availability are handled as they are detected, including outside these hours.

## Response times

| Plan              | Response time for the first request |
| ----------------- | ----------------------------------- |
| Free, Novice, Pro | 3 business days                     |
| Legend            | 1 business day, priority queue      |

The response time is the time to the first substantive reply, not the time to resolve the issue. We do not guarantee that a malfunction will be resolved within a specific period (clause 17.4 of the [Terms of Service](https://tuna.am/en/tos.md)).

Individual service terms, including guaranteed recovery times and higher availability requirements, are arranged under a separate agreement — write to <info@tuna.am>.

## What support covers

* Diagnosing problems with the platform services and the client software.
* Help with configuring tunnels, gateways, traffic policies and other services within the scope of the documentation.
* Questions about plans, subscriptions, payments and closing documents.
* Accepting bug and vulnerability reports.

## What support does not cover

* Configuration of the user's infrastructure, servers and network equipment.
* Development, modification and debugging of the user's applications.
* Integrations and work beyond the scope of the documentation — performed under a separate agreement (clause 17.5 of the [Terms of Service](https://tuna.am/en/tos.md)).

## How to speed things up

Include in your request:

* which component you are using and its version — the command-line client, the desktop application, the bastion or another platform component (for command-line components, the `version` command shows it);
* your operating system and installation method;
* the command or action you performed and the full error text;
* the tunnel name, domain or resource identifier in the personal account;
* the time the problem occurred, with the time zone.

Before contacting us, take a look at [Troubleshooting](https://tuna.am/en/docs/troubleshooting.md) — common cases are covered there.

Remove from logs and screenshots anything unrelated to the problem: we do not need passwords, tokens or request contents for diagnostics.