Klyrix/platform
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Support Center

Klyrix Support — we're here for you

We offer 4 different channels for questions, bug reports and emergencies. The decision matrix below helps you pick the right one.

Email

Primary channel. For all severity levels.

support@klyrix.com
P0/P1: 24x7 · P2/P3: business hours

Telegram

Quick chat, screenshots, urgent P0 calls.

@klyrix_support_bot
P0/P1 recommended · 24x7

Security / Bug Report

Dedicated form if you have found a security vulnerability.

Open form
Dedicated flow · 72h response

Service Status

Any outage right now? Uptime for the past 90 days?

klyrix.com/status
Real-time · public · no auth required

Which channel should I use?

The table below shows the most suitable channel for your situation and the expected first response time.

SituationChannelFirst Response
My system is completely unreachable (down)Telegram + Email (both)1 hour
It works but feels slow, performance is degradedTelegram or Email4 hours
A feature is broken, a workaround existsEmail24 hours
"How do I…?" questionEmail72 hours
I found a security vulnerability/security/bug-report72 hours
Billing / refund / cancellationEmail1 business day
Is there an outage right now?/status (self-service)Instant

Business Hours

  • P0 / P1 (urgent): 24x7
  • P2 / P3 (normal): 09:00 – 18:00 IST · Monday–Friday
  • Public holidays: P0/P1 continues, P2/P3 may slip by 1 business day
  • Year-end (Dec 25 – Jan 1): Skeleton crew (P0/P1 only)

SLA Commitment

  • Uptime: 99.9% committed (year 1) · 99.99% aspirational
  • RTO: 4 hours · RPO: 24 hours
  • SLA breach: Automatic invoice credit (10%/25%/50%)
  • 30-day money-back: Unconditional refund within the first 30 days

Exclusive to Enterprise (Ultra tier) customers

A dedicated support channel via Slack Connect, a dedicated CSM and a 1-hour P0 guarantee. Contact us at hello@klyrix.com for details.

Phone support: Klyrix does not currently offer phone support. All communication goes through the channels above (asynchronous + traceable channels are preferred over voice).

Response times: First response is the commitment; resolution time varies with issue complexity. Every ticket is tracked with a tracking number.