---
title: Support
description: Where to write, what to attach to a message, where to see the state of the services, and where the legal documents live.
keywords: support, contact, call id, status, incidents, limits, documents
group: resources
---

## Where to write {#channels keywords="contacts, email, telegram, feedback"}

The support addresses are not written into this text, and that is not forgetfulness: the channels are published by the platform itself, and a page that repeated an address would diverge from it on the first day.

The channels in force are collected on one page: the [contacts page of the main site](https://kumorouter.com/en/contact). The news channel and the way to a manager are there too.

From the console there is a second route: the product panel carries a separate entrance for a bug report, which is convenient for sending what you are looking at right now without retelling it.

## What to attach {#report keywords="call id, time, model, key, secret"}

A message that carries these is usually closed by one answer.

:::steps
- **The call ID** — The `X-Request-Id` header from the answer, or the same string on the call's card in the log. It is a real lookup key for an entry in the platform log.
- **The time** — The instant of the call, with its time zone.
- **The model** — As you named it in the request.
- **The key's name** — The one you gave it, and if you like the fragments it is shown by in the list.
- **The answer you got** — The status, and the `type` and `code` from the refusal envelope.
:::

:::warning
Do not send a key's secret — not in an email, not in a screenshot, not "partly". Support does not need it: a key is found by its name and its display fragments. A secret that reaches a conversation has to be treated as compromised and replaced.
:::

For the same reason there is no point asking for the content of a request to be recovered: prompts and answers are not stored, and only you can attach them to an investigation.

> [Where to find the identifier →](/en/usage) [What a status means →](/en/errors)

## The state of the services {#status keywords="status, availability, incidents, window, observation"}

If you suspect an outage, look at the [status board](https://kumorouter.com/en/status) on the main site first — the same board is repeated in the console.

It carries eight components in two groups: Kumo itself — the gateway, routing, the console, billing and metering — and the model providers behind them. Each carries one state: operational, partial failure, unavailable, or **not observed**. The last means exactly what it says: the platform does not establish that component's state and does not invent one for it.

Under every component is a ninety-day window, in which a day with nothing recorded for it is drawn as exactly that. Observation runs once a minute, and what is counted is days rather than percentages: there is nothing rounded there, and nobody will do the division for you.

Incidents are recorded as a list of their own: a span opens when measurements confirm a component has stopped serving requests, and closes when it serves them again.

## Raising limits {#limits keywords="limits, ceilings, raising, conversation"}

Raising a ceiling is a conversation, not a setting. Ceilings are editable neither in the console nor by a request member. Write to support describing the traffic you need to push through — its shape, not only its peak.

The same holds for two other cases: changing a username again once both changes are spent, and deleting an account, a request that is handled by hand.

> [What a key is issued with →](/en/limits) [The account and its deletion →](/en/account)

## Legal documents {#legal keywords="offer, privacy, personal data, dpa"}

The [documents section](https://kumorouter.com/en/legal) lives on the main site. Three documents are there in full:

- **the Public Offer** — the terms you accepted at registration;
- **the Privacy Policy**;
- **the partner program terms**.

Beside them are two short notes with no document of their own: on how long purchased tokens stay valid, and on the data-processing addendum, which is offered on request.

> [What you accept at registration →](/en/account)