• Available Communication Channels
• Selecting a communication channel
• Diagnostic Information
  • Required Information
  • Detailed checklist
• Diagnostic Commands
  • Docker commands
• SLA (Service Level Agreement)
  • Version Guarantees
  • Working Hours
  • Critical Failures
• Self-Service
  • Knowledge Base
  • Finding Solutions
• Feedback
  • Improvement Suggestions

Support Channels

🆘 Something broke or you have a question? Where to write, what to attach to your request to get help quickly, and what the response time guarantees (SLA) are — all here.

Available Communication Channels

Channel	Description	Availability	Response Time
Email	help@stormbpmn.com	All versions	Up to 16 hours
Telegram bot	@Stormbpmn_bot	All versions	Quick questions

Selecting a communication channel

• Email - for detailed inquiries with attachments
• Telegram - for urgent questions

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Diagnostic Information

Required Information

When contacting support, you must provide the following:

Issue Type	Required Information
User Error	Browser version, HAR archive, user email, link to the diagram
Server Error	Container image version, container logs, system configuration
Technical Issue	Scenario description, reproduction steps, expected result

Detailed checklist

• Browser version (for UI issues)
• Container image version (for Enterprise)
• HAR archive (recorded at the time of the error)
• Container logs (current)
• Reproduction scenario (step-by-step)
• User email (for account issues)
• Diagram link (if the issue is with a specific diagram)
• System configuration (docker-compose.yml, ENV variables)
• Contents of the sm_settings table

HAR archive

The instructions for creating a HAR archive will help us quickly diagnose browser issues.

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Diagnostic Commands

Docker commands

Viewing the image version:

docker ps -a --format '{{.ID}} {{.Image}} {{.Names}}'

Collecting container logs:

# Просмотр логов
docker logs <container_name_or_id>

# Сохранение в файл
docker logs stormbpmn > logs_$(date +%Y%m%d_%H%M%S).txt

# Последние 1000 строк
docker logs --tail 1000 stormbpmn > recent_logs.txt

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SLA (Service Level Agreement)

Version Guarantees

Metric	Team (Cloud)	Enterprise
Response Time	5 business days	16 hours
Critical Failures	30 business days	15 business days
Support Priority	Standard	High
Technical Consulting	Basic	Extended

Working Hours

• Working Hours: 11:00 - 20:00 MSK (GMT+3)
• Working Days: Monday - Friday
• Days Off: In accordance with the Labor Code of the Russian Federation

Critical Failures

A failure is considered critical if:

• System access is impossible for 100% of users
• The service is completely unavailable

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Self-Service

Knowledge Base

• Configuration - system configuration
• Maintenance - administration
• Security - security settings
• Production - deployment

Finding Solutions

1. Check the documentation - most questions are already covered
2. Review the logs - they often contain hints about the issue
3. Check the configuration - ensure the settings are correct
4. Contact support - if you cannot resolve the issue on your own

Effective Request

The more detailed your problem description and the diagnostic information you provide, the faster we can help!

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Feedback

Improvement Suggestions

Your ideas help us improve:

• New features - what you would like to see in the product (roadmap.stormbpmn.com)
• UX improvements - how to make the interface more convenient
• Documentation - which sections need to be expanded
• Support - how to improve the service