> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kleap.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Policy

> How to get help and what to expect

Our commitment to helping you succeed with Kleap.

## Getting Help

### Documentation

Always check the docs first:

* Search for your topic
* Browse related pages
* Check troubleshooting guides

### Discord Community

Join our Discord for:

* Community support
* Tips and tricks
* Feature discussions
* Sharing your projects

[Join Discord](https://discord.gg/YSr53RkWfE)

### Email Support

For account or billing issues:

* **Email**: [support@kleap.co](mailto:support@kleap.co)
* **Response time**: Within 24-48 hours

## Support Levels

| Plan           | Discord | Email | Priority  |
| -------------- | ------- | ----- | --------- |
| **Free**       | ✓       | -     | Community |
| **Pro**        | ✓       | ✓     | Standard  |
| **Enterprise** | ✓       | ✓     | Priority  |

## What We Help With

### We Support

* Questions about Kleap features
* Billing and account issues
* Bug reports
* Integration questions
* General guidance

### Community Helps With

* Code debugging
* Best practices
* Project advice
* Feature implementation tips

### Outside Our Scope

* Writing your entire app for you
* Third-party service support
* Custom development work
* Legal or business advice

## Reporting Bugs

### What to Include

1. **Description** - What happened vs what you expected
2. **Steps to reproduce** - How to trigger the bug
3. **Screenshots/recordings** - Visual evidence
4. **Error messages** - Copy exact text
5. **Browser/device** - Where you saw the issue

### Where to Report

* **Discord** - For quick community feedback
* **Email** - For confirmed bugs
* **GitHub Issues** - For open source components

## Feature Requests

We love hearing ideas! Share them:

1. **Discord** - Discuss with community
2. **Email** - Direct to team

Include:

* What you want to build
* Why existing features don't work
* How it would help your workflow

## Response Times

| Type                  | Free        | Pro         | Enterprise  |
| --------------------- | ----------- | ----------- | ----------- |
| **Community Discord** | Best effort | Best effort | Best effort |
| **Email**             | -           | 48 hours    | 24 hours    |
| **Critical issues**   | -           | 24 hours    | 4 hours     |

*Business hours: Monday-Friday, 9am-6pm UTC*

## Self-Service Resources

### Before Contacting Support

<Steps>
  <Step title="Search docs">
    Use the search bar to find related articles
  </Step>

  <Step title="Check FAQ">
    Common questions are answered in FAQ
  </Step>

  <Step title="Review troubleshooting">
    Many issues have documented solutions
  </Step>

  <Step title="Ask Discord">
    Community often responds quickly
  </Step>
</Steps>

## Service Status

Check our status page for:

* Current incidents
* Planned maintenance
* Historical uptime

## Security Issues

For security vulnerabilities:

* **Email**: [security@kleap.co](mailto:security@kleap.co)
* **Response**: Within 24 hours
* **Disclosure**: Responsible disclosure appreciated

<Warning>
  Do not report security issues in public forums. Email us directly.
</Warning>

## Feedback

We actively read:

* Discord discussions
* Email feedback
* Social media mentions
* App store reviews

Your feedback shapes our roadmap.

## Support Tips

<AccordionGroup>
  <Accordion title="Be specific">
    "The button doesn't work" → "The Submit button on /contact returns a 500 error after clicking"
  </Accordion>

  <Accordion title="Include context">
    Share what you were trying to achieve, not just what went wrong.
  </Accordion>

  <Accordion title="Try the basics first">
    Refresh, clear cache, try a different browser before reporting.
  </Accordion>

  <Accordion title="Share error messages">
    Copy exact error text rather than paraphrasing.
  </Accordion>
</AccordionGroup>

## Account Issues

### Can't Log In

1. Check email/password are correct
2. Try password reset
3. Clear browser cookies
4. Contact support if still stuck

### Billing Questions

* **Email**: [support@kleap.co](mailto:support@kleap.co)
* Include your account email
* Describe the issue clearly

### Account Deletion

To delete your account:

1. Export your data if needed
2. Email [support@kleap.co](mailto:support@kleap.co)
3. We'll process within 7 days

<Card title="Contact Support" icon="envelope" href="/introduction/contact-support">
  All ways to reach us
</Card>