Support

Getting help

There is no in-platform ticket system. Support runs in two places:

1. The Help Center at /help/partner — linked as Help in the top nav. This manual lives there, plus the tenant manual, search, and screenshots.
2. Email to the support address shown on your account settings page (by default, support@simuwave.com).

Start with the Help Center. The vast majority of "how do I…" questions are already documented there, and self-service is faster than waiting on a reply.

When to use the Help Center

For:

• "How do I do X?" — every workflow in the platform is documented chapter-by-chapter
• Concept questions — what's a SIP prefix, what's a billing profile, how does the wallet work
• Reference — full tier pricing, glossary, status meanings
• Troubleshooting checklists — porting, E911, Stripe Connect onboarding

The Help Center is split into two manuals — the Partner Manual (this one, for you as the reseller) and the Tenant Manual (point your customers at this one). Both are public; you can deep-link any chapter into your own support docs or emails to tenants.

When to email support

Use the support email for:

• Bugs — something doesn't work as documented
• Account issues — billing disputes, lost access, wallet credits, plan changes that need a human
• Carrier issues — DID number won't port, CNAM not propagating, STIR/SHAKEN attestation problems
• Compliance / legal — E911 questions, regulatory filings, abuse reports about a tenant's traffic
• Feature requests — we read every one

For genuine emergencies (entire platform down, all your tenants offline) — email support@simuwave.com with [URGENT] in the subject line and call your account contact if you have one. Don't wait on a ticket queue.

Which email address to use

By default, support is support@simuwave.com.

If you've branded your own portal (Settings → Brand Identity → Support contact email), the address shown to your tenants is your own — they email you, not us. The address shown on your partner settings page is still the SimuWave support address; that's the one to use for your own support.

If in doubt, the email shown on Settings → Brand Identity under "Support contact email" is what your tenants see in their portal footers and invoice PDFs. Your own support relationship is always direct with SimuWave.

What makes a good support email

The more we know upfront, the faster we can help. Include:

• What you tried to do (in user terms, not technical)
• What happened instead
• Tenant ID and SIP prefix if it affected one of your tenants
• Phone number if it's about a specific DID
• Approximate time of the issue (your timezone is fine)
• Browser if it was a UI issue
• API request ID if it was an API call (we return a request ID in every response header)

A good email: "Tenant ACME (sip prefix: acme) tried to provision extension 105 at ~2:30pm CST today. The form errored with 'Internal server error.' Browser is Chrome on macOS. Other extension creates worked fine immediately before and after."

A bad email: "extensions broken plz fix"

Priority and response targets

We don't have a formal priority dropdown — say it in the subject line and we'll triage.

Urgency	When to use	Subject prefix	Response target
Low	"How do I…" questions, feature requests	(none)	2 business days
Normal	Things that are wrong but you have a workaround	(none)	1 business day
High	Production impacted but not down — one tenant affected, billing wrong	[HIGH]	4 hours
Urgent	Service outage affecting multiple tenants	[URGENT]	1 hour

Don't mark everything urgent. We triage by actual impact, and abusing the prefix slows down real emergencies for everyone.

White-label: who supports whom

If your white-label is enabled, your tenants contact you, not us. They see your branding, your support email, and your portal. From their perspective, you are the platform.

You then contact SimuWave support if you need our help with anything you can't resolve yourself. We never reach out to your tenants directly without your involvement.

If white-label is not enabled, your tenants see the SimuWave brand and contact support@simuwave.com directly. This is fine for the early days, but most partners flip on white-label as soon as they have a few paying customers.

Changelog & updates

simuwave.com/status is the public changelog — new features, improvements, and fixes as we ship them. RSS available at simuwave.com/status/feed.xml. Worth a bookmark; many feature questions get answered by skimming what's recently shipped.

For active platform incidents, email support@simuwave.com with [URGENT] — there is no separate public incident status page right now.

Developer / API support

For API issues, the full API reference is at https://api.simuwave.com. Every endpoint has request/response examples, error codes, and rate limits documented.

If you've integrated against the API and hit something the docs don't cover, email support with the request ID from the failing response header — we can pull the full request and response from our logs and tell you exactly what happened.

What we don't do

• We don't proactively monitor your tenants' setups for misconfiguration. That's on you.
• We don't provide first-line support to your tenants when white-label is on. They contact you; you contact us if needed.
• We don't have a phone hotline. All support is via email. (We're a small platform; the math doesn't work.)
• We don't provide custom development or paid implementation services. The API is documented; the Help Center covers everything else.

Feedback

Feature requests, copy bugs in this manual, missing chapters — email support with [Feedback] in the subject. We read every one, triage weekly, and feature requests directly influence the roadmap. Can't promise to build everything, but the ones we do build usually came from a partner asking for them.