Support and tickets
Use AI-first support, prepare a useful diagnostic report, and escalate to a human operator.
Start support in @TermiGram_Support_Bot. The support flow begins with AI-guided triage and can continue as a human support conversation.
What to include
- What you were trying to do.
- What happened instead.
- The exact error text with secrets removed.
- Your device and Telegram client.
- The affected area: profile, Master Password, terminal, SFTP, snippets, Share Link, AI, billing, or access.
- The approximate time of the problem.
What not to send
Never send passwords, Master Password, private keys, access tokens, Telegram session data, full exports, or screenshots that expose customer data.
AI-first triage
The support assistant uses this public documentation as its primary knowledge source. It can ask focused questions and suggest safe diagnostics. If the answer is not sufficient, you ask for a person, or the AI/docs layer is unavailable, the conversation moves into ticket mode.
Human escalation
A human operator can continue the support conversation through the helpdesk. Replies return to Telegram. Human access does not grant the operator access to your SSH credentials or server sessions.
No guaranteed 24/7 SLA
Support availability and response time depend on the current service plan and operating schedule. Do not wait for support when an incident requires your own emergency or provider escalation path.