Contacting Support

If you need help with Firefly or run into any issues, there are official support channels available to assist you:

Email Support

You can reach Firefly's support team via email at [e-mail]. This is ideal for formal support requests, detailed questions, or if you need to share log snippets and screenshots. Provide as much detail as possible about your issue in the email, and the support team will respond to help you resolve it. (For security or account-specific issues, using your work email associated with your Firefly account is recommended.)

In-App Chat (Intercom)

Firefly's web application includes an integrated chat support (via Intercom). When logged into the Firefly console, look for the chat icon (usually at the bottom-right). By clicking it, you can start a conversation with Firefly support. This channel is great for quick questions or guidance while you're using the product. Simply open the chat, write your question, and a support engineer will respond. Intercom chat also allows you to upload small files or screenshots to illustrate your problem.

Documentation and Knowledge Base

For self-service help, the Firefly Docs is an excellent resource. It contains user guides, FAQs, and troubleshooting tips covering all aspects of Firefly. Before reaching out to support, you might search the documentation (use the search bar or navigate the table of contents) for answers to common questions. Firefly also provides a Firefly Academy (learning resources) and a blog with how-to articles. These resources can deepen your understanding of the platform and often address frequently asked questions. Be sure to check the FAQ section in the docs – many setup questions and edge cases are addressed there.

Community & Forums

Currently, Firefly does not maintain a public user forum. However, you can sometimes find community discussions on social platforms (like relevant DevOps communities or Reddit threads) where Firefly users share tips. Firefly's team occasionally hosts webinars, live demos, or appears in community events – these can be opportunities to ask questions. For now, the primary support is direct via email or chat. (If Firefly launches an official community forum or Slack channel in the future, the details would be announced on the official website.)

Submitting a Support Ticket

Firefly does not use a separate ticketing portal for customers – your emails and Intercom chats serve as support tickets. When you email support, a ticket is automatically created on Firefly's side. You will receive a confirmation and case number via email. Likewise, chats through Intercom are tracked by the support team. In both cases, you can expect a response from Firefly's support (typically within one business day, often sooner). If your issue is urgent or causing a critical outage, you should mention the severity in your message. For enterprise customers with a dedicated account manager or support plan, you may also reach out to your Firefly representative for high-priority issues.

Note: Before contacting support, it helps to gather relevant information: the specific asset or stack ID (if applicable), timestamps of the issue, error messages, and steps to reproduce the problem. Providing these will enable the support team to assist you more efficiently. Firefly's support is there to ensure you have a smooth experience with the product, so don't hesitate to reach out when needed.