Support
Support channels and options available depending on your needs and subscription level.
Support Channels
| Channel | Availability | Best For |
|---|---|---|
| Community (Discord, GitHub) | All users | General questions, community discussion |
| Email Support | Paid plans | Account issues, billing questions |
| Priority Support | Enterprise | Urgent issues, dedicated assistance |
Community Support
Community support is available to all users, including those on free plans and self-hosted deployments.
Join the Documenso Discord server to:
- Ask questions and get help from the community
- Share feedback and feature requests
- Connect with other Documenso users
- Stay updated on announcements
Discord is best for general questions and discussions. Response times vary based on community availability.
Use GitHub for technical discussions and bug reports:
- GitHub Discussions: Ask questions, share ideas, and discuss features
- GitHub Issues: Report confirmed bugs with reproducible steps
When opening an issue, include:
- Documenso version
- Deployment method (Cloud, self-hosted Docker, Kubernetes, etc.)
- Steps to reproduce the problem
- Expected vs actual behavior
- Relevant logs (with sensitive information redacted)
Do not report security vulnerabilities through public GitHub issues. See the Security Issues section below.
Paid Support Tiers
Paid plans include access to direct support from the Documenso team.
Available on paid subscription plans:
- Email support at support@documenso.com
- Account and billing assistance
- Technical guidance for Documenso Cloud usage
- Response during business hours
Available on Platform plans and above:
- All standard support channels
- Private Discord channel for direct communication with the Documenso team
- Private Slack workspace for closer collaboration
Available with Enterprise subscriptions:
- All Platform support channels
- Priority response times
- Dedicated support contact
- Assistance with deployment and integration
- Custom configuration guidance
- Scheduled calls for complex issues
Contact sales for Enterprise support options.
If you prefer Discord or Slack, contact support to be invited to a private channel or workspace.
Self-Hosted Support
Self-hosted deployments have access to community support through Discord and GitHub. The following resources are available:
- Self-Hosting Documentation - Setup and configuration guides
- Troubleshooting Guide - Common issues and solutions
- GitHub Discussions - Community Q&A
Enterprise licenses for self-hosted deployments can include dedicated support. Contact sales for details.
Response Times
Response times depend on the support channel and plan:
| Plan | Channel | Target Response Time |
|---|---|---|
| Free / Self-Hosted | Community (Discord, GitHub) | Best effort |
| Paid Plans | 1-2 business days | |
| Enterprise | Priority Support | Within 4-8 business hours |
Response times are targets, not guarantees. Actual times may vary based on issue complexity and volume.
What's Included
- Guidance on Documenso features and functionality
- Help with configuration and settings
- Troubleshooting application errors
- Account and billing questions (paid plans)
- Bug reports and issue investigation
- Upgrade assistance
- Custom development or code modifications
- Third-party integration development
- Infrastructure setup (servers, databases, networking)
- Training sessions (available separately)
- Support for modified or forked versions
Professional services for custom development, training, and dedicated implementation support are available separately. Contact sales for details.
Escalation Process
If your issue is not resolved through initial support channels:
Community support
If you don't receive a response on Discord or GitHub within a reasonable time, try the other channel or provide additional details.
Email support
Reply to your existing support thread with additional information. Avoid opening duplicate tickets.
Request escalation
For urgent issues on paid plans, request escalation in your support email.
Enterprise customers
Contact your dedicated support representative directly.
For billing disputes or account issues, email support@documenso.com with your account details.
Security Issues
Do not report security vulnerabilities through public channels (GitHub Issues, Discord, etc.).
Include details
Include a detailed description of the vulnerability.
Provide steps to reproduce
Provide steps to reproduce if possible.
Allow time for investigation
Allow time for investigation before public disclosure.
Documenso follows responsible disclosure practices. Security researchers who report valid vulnerabilities responsibly will be acknowledged.
Contact
| Purpose | Contact |
|---|---|
| General support | support@documenso.com |
| Security issues | security@documenso.com |
| Enterprise sales | sales@documenso.com |
| Privacy requests | privacy@documenso.com |
| Community | Discord |
| Bug reports | GitHub Issues |
Related
- Troubleshooting - Self-hosted issue resolution
- Self-Hosting - Deployment and configuration guides
- Enterprise Edition - Commercial licensing options
- Privacy Policy - How Documenso handles your data