Who Can Contact Opensolr Support

Who can email Opensolr support

Tickets from the Control Panel are open to accounts on a paid plan, the members of their teams, and free accounts that have at least one Opensolr Index. Writing straight to help@opensolr.com is for accounts on a paid plan and their team members. Other accounts see why instead of the form, and mail from any other address comes back with: This address only accepts mail from Opensolr customers. Your message was not delivered.

From the Control Panel

• Open a ticket from Support › New Ticket, signed in.
• Reply from Support › My Tickets.

For accounts on a paid plan, their team members, and free accounts with at least one Opensolr Index. The answer comes to your mailbox too.

By email to help@opensolr.com

help@opensolr.com accepts a new mail, or a reply to our email, when it comes from:

• the email address of an account on a paid plan;
• the email address of a team member of such an account.

The account has to be active, and the address has to be exactly the one you sign in with. A colleague's address, a second address of yours or a shared inbox of your company is refused, even on the same domain: add the colleague to your team instead.

Why

• Your ticket belongs to your account. Opensolr support sees your plan and your indexes, and the conversation stays in My Tickets.
• Nobody can write in your name. An email address alone proves nothing. Signed in, you are you; by email, only addresses we already know get through, and mail that fails the sender checks of its own domain is refused.
• The inbox stays for customers. Spam, phishing and sales pitches never reach the people who answer your tickets.

Good to know

• A new paid account, or a new team member, can write by email within a day. Until then, use the Control Panel.
• Mail from your company domain is refused when it fails your domain's own sender checks (DMARC), even from the right address. Your mail administrator can check those settings.
• Got the mail back from a paid account? Sign in and open a ticket: it always reaches Opensolr support.

On the free plan

• Create your first Opensolr Index, then open the ticket from the Control Panel.
• Move to a paid plan: https://opensolr.com/pricing.
• Working for a paying customer? Ask the account owner to add you to their team, then send the ticket from there.
• Post your question in the Opensolr community on Reddit: r/Opensolr.
• Read the documentation.