> ## Documentation Index
> Fetch the complete documentation index at: https://docs.everabyte.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> How to reach Everabyte support, what to include, and where to look first.

## Before you contact support

Most integration problems are diagnosable in a few minutes:

1. Read the response envelope. The `message` and `code` usually identify the gate that failed.
2. Check [Error codes](https://docs.everabyte.com/errors/error-codes.md) for the stable codes.
3. Check [Troubleshooting](https://docs.everabyte.com/errors/troubleshooting.md) for symptom-to-cause mappings.
4. Confirm the key has both the storage scope and the matching `buckets:*` scope.
5. Confirm the key is not restricted to different buckets.
6. Confirm billing is active.

## Contact

**Email:** [support@everabyte.com](mailto:support@everabyte.com)

**Dashboard:** [app.everabyte.com](https://app.everabyte.com)

## What to include

A useful report lets support reproduce the problem without asking follow-ups.

| Include | Never include |
| - | - |
| Request method and path | Secret key or full `X-Secret-Key` value |
| Approximate timestamp with timezone | Full request headers containing credentials |
| HTTP status and response body | File contents |
| Key **prefix** only | Customer personal data |
| Company workspace name | Encryption key material |
| Whether it reproduces consistently | Screenshots of secrets |

### Template

```text theme={null}
Company workspace:
Key prefix (first 8 characters):
Endpoint: POST /files/upload/{bucketId}
Timestamp: 2026-10-27T14:02:11Z
Status: 403
Response body:
{
  "status": 403,
  "message": "...",
  "data": null,
  "code": "API_BUCKET_SCOPE_DENIED"
}
Reproducible: yes, every request
Recent changes: rotated key yesterday
```

## Severity guidance

| Severity | Description | Example |
| - | - | - |
| Critical | Data inaccessible or integrity at risk | Restores failing across a bucket |
| High | Core workflow blocked | All uploads failing |
| Normal | Partial or intermittent failure | Some downloads fail |
| Low | Question or documentation gap | Behavior unclear |

Use your own judgment, but be explicit about business impact. "Production uploads have failed for 40 minutes" gets attention faster than "upload broken".

## Security issues

If you believe a credential has leaked:

1. **Revoke the key in the dashboard immediately.**
2. Create a replacement key with the same scopes.
3. Deploy the new secret.
4. Then contact support with the key prefix and the approximate exposure window.

Revoke first. Investigation second. A revoked key cannot be un-revoked, but a leaked key cannot be un-leaked.

## What support can and cannot do

| Can | Cannot |
| - | - |
| Explain API behavior | Read your files for you |
| Diagnose authorization failures | Bypass scopes or billing gates |
| Investigate platform-side errors | Restore a deleted key |
| Advise on design | Change retention after data is deleted |
| Escalate to engineering | Provide credentials for you |

## Status and changes

There is no public changelog and no separate incident status page at this time; for incident information or advance notice of a change, contact support.

## Related

> **[Troubleshooting](https://docs.everabyte.com/errors/troubleshooting.md)**
>
> Symptom-to-cause reference.

> **[Error codes](https://docs.everabyte.com/errors/error-codes.md)**
>
> Stable error codes.

> **[Glossary](https://docs.everabyte.com/resources/glossary.md)**
>
> Terms used in the API.

> **[Status and S3 gateway](https://docs.everabyte.com/resources/status.md)**
>
> Feature availability by surface.


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