Support | Organisations

Community help, paid support plans, raising a ticket, and what Surreal Sidekick can answer.

Get help from the community, from Surreal Sidekick, or from a support plan with response-time commitments.

Community help and Surreal Sidekick are free, and open to everyone. A support plan is what lets you raise a ticket.

Community support

The SurrealDB Discord answers most questions. #surrealdb-cloud covers managed instances, and #help or #general cover everything else. The SurrealDB team reads the server and escalates the issues that need it.

Use the community for questions that carry no confidential detail. Raise a ticket for anything that involves your data, your credentials, or your billing.

Surreal Sidekick

Surreal Sidekick is an AI assistant in SurrealDB Studio. It answers questions about SurrealDB, converts a question into SurrealQL, and points at the relevant documentation.

Sidekick is trained on public material only: the documentation, SurrealDB University, and the SurrealDB Book. It knows the product, and nothing about your instances.

Open Sidekick from the sidebar, then ask a question.

The Surreal Sidekick panel in SurrealDB Studio, titled Welcome to Sidekick and subtitled Your personal Surreal assistant designed to answer your database questions, with four suggested questions about authenticating users, visualising graphs, executing transactions and optimising a database, a Send a message box at the bottom, and a note that responses may be inaccurate.

Warning

Sidekick can be confidently wrong, as any language model can. Verify anything consequential against the documentation, and do not send sensitive data to it.

Support plans

A support plan applies to the whole organisation.

Open Support in the organisation sidebar. Without a paid plan, the section shows View plans, which opens the pricing page. To add a plan, contact the support team.

The Support section of an organisation in SurrealDB Studio, showing a Support Plan panel with a Community card described as help from community members on Discord and GitHub and a View plans button, and a Support History panel stating that a support plan is required for expedited support from the SurrealDB team, with a second View plans button.

With a plan in place, the same section shows the plan and the tickets for the organisation.

The Support section of an organisation in SurrealDB Studio with a Standard support plan card described as professional support for development teams with business hours coverage and email support, a View plans button, and a Support History panel with a New ticket button.

Response times depend on the plan. Check what your plan commits to before an incident needs it.

Raise a ticket

Open Support in the organisation sidebar.
Select New ticket.
Enter a Subject that names the problem.
Describe the problem under What is your reason for contacting us?
Choose the Organisation the ticket belongs to.
Choose the Severity level.
Select Submit.

In the description, state what you expected, what happened, and when the problem started. Include the instance id and the organisation id, which you can copy from Studio. Both save a round trip.

Studio opens the ticket after you submit it. Replies appear in the ticket and also go to your email address. To attach a log, a query, or a screenshot, add it to a reply.

A submitted support ticket in SurrealDB Studio, showing the description and severity level on the left, a panel on the right with the state Submitted, the type Standard and the time of the last update, an updates timeline recording the state change, a reply box with an attachment button, and an All tickets button at the top right.

All tickets at the top right of the Support section lists every open and closed ticket for the organisation.

Account and billing questions

Account and billing questions go to support@surrealdb.com, or through the Support section, and need no paid plan. Write from the address associated with your account. See Billing.

Report a security issue

Send a security report to security@surrealdb.com rather than to Discord or a ticket. For a vulnerability in SurrealDB itself, submit a report through GitHub Security Advisories rather than a public issue. The disclosure policy is in the FAQs.