# Getting help

Open a support ticket from the panel or from a job, follow Kaabist's answers, attach files, and know when to expect a reply on your plan.

Questions about a job, a program, billing or your account go to Kaabist support from inside the
panel. Every ticket stays with your organisation: anyone on the team can read it and answer, so the
person who picks it up tomorrow sees the whole conversation.

## Open a ticket

- **From the Help menu.** The question-mark button at the top right → **Contact support**. Choose
  what it is about, give it a subject, describe what you see, and send. Markdown works: code in
  backticks, lists, links.
- **From a job.** On a job's page, **Report a problem** opens a ticket about that job. Kaabist
  sees the job's id, its status, its error code and its program, never its results or the inputs
  you gave it. Three clicks from a failed job to a ticket.

You can attach up to five files a message, each up to 10 MB: screenshots (PNG, JPEG, GIF, WebP),
PDFs, text and CSV files, JSON, and HAR exports from your browser's network panel. A HAR file can
hold cookies and tokens from the pages you recorded: export it from a private window, or remove
what you would not send to anyone.

## Follow it

**My tickets** in the Help menu lists your organisation's tickets. A dot on the Help button means
Kaabist replied and nobody on your team has read it yet. You are e-mailed when Kaabist replies and
when a ticket is resolved; the e-mail shows the beginning of the reply and links to the ticket.

> Replying to the e-mail does not reach the ticket yet. Answer in the panel.

A ticket's state tells you whose turn it is: **Waiting for Kaabist**, **Waiting for you**,
**Resolved** or **Closed**. Writing on a resolved ticket reopens it; a resolved ticket nobody writes
on for seven days closes. Writing on a closed ticket opens a new one that links back to it. You can
close a ticket yourself once it is sorted.

## When to expect an answer

| Plan | First reply within |
|---|---|
| Free | Best effort |
| Developer | 1 business day |
| Team, Scale | 4 business hours |
| Enterprise | As in your contract (4 business hours by default) |

Business hours are 09:00–18:00 Istanbul time, Monday to Friday, outside Turkish public holidays.
Kaabist may mark a ticket **urgent**, which halves the target; you can choose low, normal or high.

## Other addresses

Security reports go to `security@kaab.ist`, abuse reports to `abuse@kaab.ist`, not to a ticket.
Support conversations are kept for two years after a ticket closes, then deleted; deleting your
organisation deletes them at once.