Get Support

Need help with EdgeRun.Ai? We're here for you! Choose the support channel that works best for your situation.

Support Channels

Before You Contact Support

Help us help you faster by gathering this information:

• Your server FQDN (e.g., yourorg.edgerun.ai)
• Browser and version (e.g., Chrome 120)
• Operating system (e.g., Windows 11, macOS Sonoma)
• Steps to reproduce the issue
• Screenshots or error messages if applicable
• What you expected vs. what happened

Support Response Times

Channel	Typical Response	Best For
Discord	Minutes to hours	Quick questions, community help, general issues
Email	24-48 hours	Account issues, billing, detailed technical problems
Enterprise Support	Per SLA	Enterprise plan customers with dedicated support

Common Issues & Quick Fixes

🔌 Extension Not Connecting

1. Verify your server FQDN includes https://
2. Check that your credentials are correct
3. Reload the extension from chrome://extensions/
4. Clear the extension data and re-enter settings

🔐 Can't Log In

1. Double-check email and password (they're case-sensitive)
2. Try clearing your browser cache
3. Ensure you're using the correct portal URL
4. Contact support for a password reset

🔍 IOC Scanner Not Working

1. Refresh the page and try scanning again
2. Ensure the page has fully loaded
3. Check that the extension is connected to your server
4. Reload the extension if the issue persists

⚡ Slow Performance

1. Clear browser cache and cookies
2. Close unnecessary tabs
3. Try a different browser
4. Check your internet connection

Report a Bug

Found a bug? Help us improve EdgeRun.Ai by reporting it:

1. Check if the bug has already been reported in Discord
2. Gather reproduction steps and screenshots
3. Post in Discord #bugs channel or email support
4. Include: Browser, OS, steps to reproduce, expected vs. actual behavior

Feature Requests

Have an idea for a new feature? We'd love to hear it!

• Post in Discord #feature-requests channel
• Describe the use case and why it would be valuable
• Vote on other users' feature requests to help prioritize

Enterprise Support

Enterprise plan customers receive:

• Dedicated Success Manager - Your point of contact
• Priority Support - Faster response times with SLA
• Direct Engineering Access - For complex technical issues
• Quarterly Training Sessions - Keep your team up to date
• Custom Integration Support - Help with your specific setup

Interested in enterprise support? Contact us to learn more.

System Status

Check the current status of EdgeRun.Ai services:

• Service status updates are posted in Discord #announcements
• Planned maintenance is announced 48 hours in advance
• For urgent issues, mention @support in Discord