Technical Support

This page forms an integral part of the Terms of Service (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
Telegram community	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).

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).

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 — 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.