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Support & SLAs

Contact channels

Channel Use for
Support portal — Dashboard → Support Incident reports, service requests, billing queries (preferred)
Email hello@bnerd.com General enquiries, onboarding, compliance requests
Emergency Critical production incidents — see your service agreement for the emergency contact

Opening tickets via the support portal ensures the fastest routing and gives you a ticket reference number for escalation.

Incident severity

Severity Description
P1 — Critical Full production outage or data loss risk
P2 — High Significant degradation; no workaround
P3 — Medium Partial degradation; workaround available
P4 — Low Minor issue, feature request, or general question

Business hours: Mon–Fri 09:00–18:00 CET/CEST, excluding German public holidays. Response time commitments are defined in your service agreement.

Outside business hours

P1 incidents outside business hours: use the emergency contact in your service agreement. Standard support operates during business hours only.

Platform status

Check status.bnerd.com for real-time platform status, active incidents, and maintenance windows. Subscribe to status updates to receive notifications automatically.

Escalation

If a ticket is not progressing or you need to escalate priority:

  1. Reply to the open ticket thread and state the escalation reason.
  2. If the ticket is not updated within 1 business day, email hello@bnerd.com with the ticket reference number and "ESCALATION" in the subject line.

Data Processing Agreement (DPA)

b'nerd GmbH acts as a data processor under GDPR Article 28. To request a DPA, email hello@bnerd.com. See Compliance & Data Residency for the full compliance posture.

Troubleshooting before opening a ticket

Many issues can be resolved quickly:

Symptom First check
API returns 401 Token expired? Use bnerd whoami to verify. Re-authenticate or generate a new static token.
API returns 403 Check your membership permissions: Dashboard → Settings → Members → your account.
API returns 503 Check status.bnerd.com for ongoing incidents.
Server stuck in BUILD Wait up to 10 minutes; if still stuck, check task_state via the API and delete+retry.
Terraform plan/apply failures Run terraform plan with TF_LOG=DEBUG and review the error envelope's errors[0].message.
CLI auth issues Run bnerd config list to verify API URL, token, and org settings.