Get Support

Get help from the BlueNexus AI team. We're here to assist you with any questions or issues you may have.

Support Channels

Community Support

• Community Forum: community.bluenexus.ai

  • Ask questions and get help from the community

  • Share your projects and get feedback

  • Connect with other developers

• GitHub Discussions: github.com/bluenexus/discussions

  • Technical discussions and Q&A

  • Feature requests and bug reports

  • Open source project discussions

Direct Support

• Email Support: [email protected]

  • General questions and technical support

  • Account and billing inquiries

  • Feature requests

• Enterprise Support: [email protected]

  • Priority support for enterprise customers

  • Custom implementation assistance

  • SLA-based support

Security Issues

• Security Contact: [email protected]

  • Security vulnerabilities and concerns

  • Responsible disclosure process

  • Security-related questions

Support Tiers

Free Support

• Community Forum: Community-driven support

• Documentation: Comprehensive guides and references

• GitHub Issues: Bug reports and feature requests

• Email Support: Basic email support (48-hour response)

Pro Support

• Priority Email Support: 24-hour response time

• Phone Support: Business hours phone support

• Advanced Documentation: Priority access to new guides

• Feature Requests: Priority consideration for feature requests

Enterprise Support

• Dedicated Support: Assigned support engineer

• 24/7 Support: Round-the-clock support availability

• Phone Support: Direct phone line to support team

• Custom SLA: Tailored service level agreements

• On-site Support: On-site assistance when needed

Response Times

Support Tier	Email Response	Phone Response	Critical Issues
Free	48 hours	N/A	24 hours
Pro	24 hours	4 hours	4 hours
Enterprise	4 hours	1 hour	1 hour

Before Contacting Support

Check Documentation

1. Search Documentation: Use the search function to find relevant guides

2. Check FAQ: Review frequently asked questions

3. Browse Examples: Look at code examples and tutorials

4. Community Forum: Search existing discussions

Gather Information

When contacting support, please include:

• Account Information: Your account email or user ID

• API Key: First 8 characters of your API key (e.g., bna_1234...)

• Error Details: Complete error messages and codes

• Request Details: API endpoints and request payloads

• Steps to Reproduce: Detailed steps to reproduce the issue

• Expected vs Actual: What you expected vs what happened

Example Support Request

Subject: API Error - 401 Unauthorized

Hi BlueNexus Support,

I'm getting a 401 Unauthorized error when trying to access the data API.

Account: [email protected]
API Key: bna_1234...
Error: {"error": {"code": "INVALID_TOKEN", "message": "Token is invalid"}}
Endpoint: GET /api/v1/data/users
Request ID: req_123456789

Steps to reproduce:
1. Make GET request to /api/v1/data/users
2. Include Authorization header with Bearer token
3. Receive 401 error

Expected: List of users
Actual: 401 Unauthorized error

I've checked the documentation and verified my API key is correct.
Please help me resolve this issue.

Thanks,
John Doe

Common Issues

Authentication Problems

• Invalid API Key: Verify your API key is correct and active

• Expired Token: Refresh your access token

• Insufficient Permissions: Check your API key scopes

• Rate Limiting: Implement proper rate limit handling

Data Issues

• Validation Errors: Check your data format and schema

• Quota Exceeded: Monitor your usage and upgrade if needed

• Connection Problems: Verify your network connection

• Timeout Issues: Check your request timeout settings

Integration Issues

• OAuth Problems: Verify your OAuth configuration

• Webhook Failures: Check your webhook endpoint

• MCP Server Issues: Verify your MCP server configuration

• Third-party API Issues: Check external service status

Escalation Process

Level 1: Community Support

• Community forum and GitHub discussions

• Documentation and self-service resources

• Basic email support

Level 2: Technical Support

• Direct email support

• Phone support (Pro and Enterprise)

• Technical issue resolution

Level 3: Engineering Support

• Complex technical issues

• Bug fixes and feature development

• Architecture and implementation guidance

Level 4: Executive Support

• Critical business issues

• SLA violations

• Strategic account management

Feedback and Suggestions

Feature Requests

• GitHub Issues: Submit feature requests on GitHub

• Community Forum: Discuss ideas with the community

• Email: Send detailed feature requests to support

Product Feedback

• User Surveys: Participate in user research

• Beta Testing: Join beta programs for new features

• Feedback Forms: Submit feedback through our website

Documentation Feedback

• GitHub: Submit documentation improvements

• Community Forum: Report documentation issues

• Email: Send feedback to [email protected]

Emergency Support

Critical Issues

For critical issues affecting production systems:

1. Email: [email protected]

2. Phone: +1-555-BLUENEXUS (Enterprise customers only)

3. Status Page: status.bluenexus.ai

Security Incidents

For security-related issues:

1. Email: [email protected]

2. PGP Key: Available on our security page

3. Responsible Disclosure: Follow our disclosure process

Related Documentation

• FAQ - Frequently asked questions

• Community Guidelines - Community participation

• Status Page - Platform status

• Security Overview - Security information