# Support

> How to reach the Xisom team and get help.

## Channels

- **Email:** support@xisom.ai
- **Status page:** [status.xisom.ai](https://status.xisom.ai)
- **Community:** [github.com/xisom/discussions](https://github.com/xisom/discussions)

## SLA tiers

| Tier | First response | Coverage |
|------|----------------|----------|
| Standard | 1 business day | 9–6 KST |
| Business | 4 business hours | 9–6 KST + Sat |
| Critical | 1 hour | 24/7 |

## When opening a ticket

Please include:

1. Device serial or fleet ID
2. Runtime version
3. Reproduction steps
4. Relevant logs (download from **Admin → Diagnostics**)