Operations

Get support

Collect useful diagnostics and escalate an issue without exposing secrets.

For: All customers
Updated: August 20, 2026

Before contacting support

1Run the control readiness check and node ping.
2Review the matching control and node log window.
3Try one small, non-sensitive test transfer when safe.
4Record whether the issue affects one user, one node, or the whole deployment.

What to include

Organization and contact name
RIPTON control, node, UI, and Desktop versions
Deployment topology and affected operating systems
UTC timestamp, package ID, transfer ID, and node name
Expected result, actual result, and exact error text
Relevant redacted logs and the steps already attempted

Open Customer Support from the site footer or documentation header to create a trackable email ticket. The form assigns a stable RIPTON-SUP reference, plan routing, severity priority, and a requester acknowledgement. Keep the reference in the email subject when adding redacted diagnostics.

Choose a severity

Severity	Use when
Critical	Production transfer service is unavailable with no practical workaround
High	A major workflow is impaired or repeatedly failing
Normal	A limited issue, product question, or configuration request

Plan routing and response targets

Plan	Initial-response target
Free	Best effort
Starter	Within 2 business days
Professional	Within 1 business day
Business	Priority queue; customer order terms apply
Enterprise	Contractual SLA

Escalation and follow-up

P1 Critical tickets enter the urgent operator queue and require production impact, no practical workaround, and a reachable incident contact.
P2 High tickets enter the priority investigation queue for major impaired or repeatedly failing workflows.
P3 Normal tickets enter the standard queue for limited issues, questions, and configuration requests.
Reply to the acknowledgement with the RIPTON-SUP reference unchanged to keep follow-up in the same ticket thread.