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Getting Help

Get support for QNSI Cloud through documentation, community channels, the support portal, and email contacts for operations, security, billing, and incidents.

Getting Help

How to get support for QNSI Cloud services from HEOSSI (PTE.) LTD

For complete support details, see the Support Policy. For reporting bugs, security issues, or feature requests, see Reporting Issues.

Support Channels

Documentation

Start here for self-service help:

Community

  • GitHub Discussions
  • Stack Overflow tag: qnsp

Support Portal

For customers with support plans:

https://cloud.qnsi.heossi.com/support

Email

Support Tiers Summary

Tier Response Time Channels
Community (Free, Dev Starter) Best effort Docs, community
Standard (Dev Pro, Dev Elite) 24 hours Email, portal
Business (Business tiers) 4 hours Email, portal, chat
Enterprise (Enterprise tiers) 1 hour All + phone
Elite (Enterprise Elite, Specialized) 15 minutes All + dedicated Slack

For detailed response times by severity, see Support Policy.

Creating a Ticket

Include:

  1. Summary: Brief description of the issue
  2. Severity: Your assessment of impact
  3. Environment: Production, staging, or development
  4. Tenant ID: Your QNSI tenant identifier
  5. Request IDs: From API error responses
  6. Steps to Reproduce: Detailed steps
  7. Expected vs. Actual: What you expected and what happened
  8. Logs/Screenshots: Relevant evidence (redact sensitive data)

Escalation

If your issue is not being resolved:

  1. Reply to ticket requesting escalation
  2. Contact your account manager (Enterprise tiers)
  3. Use emergency contact for critical issues

Status

QNSI Cloud service health:

https://qnsi.heossi.com#overview

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