Support Channels

For Garnet Platform Users (Commercial)

If you have a commercial subscription to the Garnet Platform, you have access to dedicated support channels:

• Primary Support Portal/Method: Refer to the support instructions and contact methods provided with your Garnet Platform subscription agreement or welcome package. This will be via your dedicated account representative, a support portal, or a direct email.

• Information to Provide: When submitting a support request, please include as much detail as possible to help us diagnose the issue quickly:

  • Environment details (e.g., Kubernetes version, OS version, CI/CD platform)

  • Steps to reproduce the issue

  • Logs from the Jibril agent (if applicable)

  • Error messages or unexpected behavior observed

  • What you've already tried to resolve the issue

• Service Level Agreements (SLAs): Your commercial agreement will outline the expected response times and SLAs for support requests.

For Jibril Users

If you're using Jibril as a standalone component, your primary support channels are:

• Community Forums/Channels (e.g., Discord): Jibril has a public Discord server.

• Documentation: Thoroughly review the official Jibril documentation (links usually found in the Jibril GitHub repository or on jibril.garnet.ai).

Note for Platform Users Regarding Jibril Issues: If you are a Garnet Platform customer and suspect an issue might be with the underlying Jibril sensor, please still go through your commercial support channels rather than the standalone Jibril channels. This ensures you receive prioritized support and allows us to coordinate internal development resources if needed.