Contacting support
Which channel to use, and an honest account of what is covered today.
Written By Dustin
Last updated 23 minutes ago
Pick by what kind of thing it is. Using the wrong channel mostly costs time, with one exception that matters a great deal.
The channels
Design partners also have a private ticket channel, shared with them directly.
What support is, honestly
TOVIO is pre-release. There is no support contract, no service level agreement, and no published response time — for anyone, including partners. A human reads everything that arrives, in a weekly block. Public posts are the fastest route for anything that is not sensitive, because other people can see the answer and add to it.
Where an assistant is involved, and where it is not
Three places, disclosed rather than hidden: this help center's search can answer from these articles; the boards suggest possible duplicates as you type a title; and a reply may be drafted with an assistant. Every reply is read and edited by a person before it posts, and nothing automated decides a status or closes a post. Where that mix changes, the workspace configuration published in the project repository changes with it.
Before you write
Search the help center and the boards. A large share of what arrives is already answered, and the answer is usually faster to read than to wait for.
What we will ask you for
If a report cannot be reproduced, the reply asks for the error message with its TVO-AREA-NNN code, and the output of tovio --version. Send those redacted: take out paths, repository and lane names, hostnames, and identities first, and send the code and a description rather than the block if redacting it is awkward. We will never ask you for a token, a key, a session string, or the contents of a protected file — if a message claiming to be from us does, it is not from us.
What never to send
Repository contents, file paths, diffs, tokens, keys, session strings, or other people's data — on any channel, the private ones included. Describe the behaviour, and send the TVO-AREA-NNN code and your tovio --version output instead of an unredacted error block. If you cannot describe the problem without one of those, treat it as security-sensitive and use the security address.