A support path with explicit boundaries
Use the documentation for product guidance, GitHub for reproducible open-source issues, and email for commercial or security-sensitive questions. Contractual response targets apply only when they are written into an executed agreement.
Before opening a request
Include the affected route or package, observed and expected behavior, and a minimal reproduction.
Remove credentials, personal data, and customer records from attachments.
For suspected security issues, use email and do not publish exploit details.
Choose the right channel
Documentation
Start with setup, API, integration, replay, and pilot guidance.
- Quickstart
- API contracts
- Operational guidance
Open-source issues
Use GitHub for reproducible defects or proposals related to public packages.
- Sanitized reproduction
- Version information
- Expected behavior
Commercial and security
Use email for account, procurement, architecture, or security-sensitive discussions.
- No secrets in email
- State deployment context
- Name the affected workflow
Incident classification
These definitions help route a report. Availability, response, and resolution commitments are contract-specific and are not promised by this public page.
P0 — Critical
P1 — High
P2 — Medium
P3 — Low
Evidence and expectations
Public support posture
Documentation and public issue tracking are available without a service commitment.
Commercial support scope is established during evaluation and recorded in the order form or support schedule.
Security boundary
Settler does not claim completed SOC 2, PCI DSS, HIPAA, or GDPR certification.
Security controls and deployment evidence should be verified for the environment under evaluation.