Support during the beta

How to ask for help

There are two ways, and both reach the same team:

• The Beta button in the console's top bar. It opens a feedback form with three kinds (bug, suggestion, other) and a message of 10 to 2000 characters. Sending it adds your tenant, the route, the version and your email and role on its own: you do not need to type them.
• Email to info@hodeitek.com.

If your provider is an MSSP in the beta, your first contact is your provider; Hodeitek serves the administrators of the organisation in the beta.

Support hours and response time

We are available Monday to Friday, 9:00 to 18:00 (Europe/Madrid time), excluding Spanish national public holidays. We reply within 1 business day. This is a target, not a contractual commitment, and we do not offer any other response time. The beta terms are on the terms page of hodeishield.com.

Service status

Check https://status.hodeishield.com before reporting an outage: if an incident is open, its status is there.

What to include in a report

The more concrete, the sooner it reproduces:

1. What you expected and what happened, in two sentences.
2. Where: the screen or route (the form adds it for you).
3. When: date and time with time zone.
4. The request id if the call was to the API: it is in the X-Request-Id response header and in the request_id field of the error body (see Errors).
5. Screenshots or steps to reproduce. Do not include passwords, API keys or third parties' personal data.

Security issues

A vulnerability does not go through the support channel. Write, at any time, to security@hodeitek.com, the contact published in the console's security.txt, which also links the disclosure policy.

End of the beta

Pending

Beta end date: not yet published. The console does not expose the end date yet, only the days remaining on the Beta button (tracked in #1334). It will be stated here once it exists.

What happens when the beta ends: see the FAQ.