PreviewKit Support Policy
Last Updated: January 2026
Support Channels
Free Tier
Community Support
- GitHub Issues: github.com/krav4enkodm/previewkit/issues
- Documentation: previewkit.dev/docs
- Response time: Best effort (no SLA)
Team Tier
Email Support
- Support form: previewkit.dev/support
- Response time: Within 48 hours (business days)
- Coverage: Monday-Friday, 9am-5pm EST
Business Tier
Priority Email Support
- Support form: previewkit.dev/support
- Response time: Within 24 hours (business days)
- Coverage: Monday-Friday, 9am-5pm EST
- Escalation path available
Enterprise Tier
Dedicated Support
- Dedicated Slack channel (optional)
- Direct email to support team
- Response time: Custom SLA (4-12 hours typical)
- Coverage: 24/5 or 24/7 (negotiable)
- Dedicated customer success manager
How to Get Help
1. Check Documentation First
Most common issues are covered in our docs:
2. Search GitHub Issues
Someone might have already solved your problem:
3. Submit a Support Request
For Free Tier: Open a GitHub Issue with:
- PreviewKit version
- Cloud provider (Azure, AWS, etc.)
- Error message (full text)
- Workflow file (sanitized)
- Steps to reproduce
For Paid Tiers: Use the support form at previewkit.dev/support with:
- Your license key (first 10 characters)
- Repository name
- Error message or issue description
- Expected vs actual behavior
- Screenshots (if applicable)
What We Support
✅ Supported Issues
- PreviewKit Action not deploying previews
- License validation errors
- Azure Container Apps deployment failures
- PR comment not appearing
- Unexpected limit enforcement
- Billing and subscription questions
❌ Not Covered by Support
- General Azure/AWS/GCP questions (use their support)
- Dockerfile or application code debugging
- Third-party integrations not mentioned in docs
- Custom infrastructure beyond PreviewKit scope
- Feature requests (use GitHub Discussions instead)
Response Time SLAs
| Tier | Response Time | Resolution Time |
|---|---|---|
| Free | Best effort | N/A |
| Team | 48 hours | 5 business days |
| Business | 24 hours | 3 business days |
| Enterprise | Custom (4-12h typical) | Custom (negotiable) |
Note: Response time = first human reply. Resolution time = issue fixed or workaround provided.
Escalation Process
Team & Business Tiers
- Submit support request via form
- Receive acknowledgment within SLA
- Support team investigates
- If not resolved in 5 days, escalated to engineering
- Updates provided every 48 hours
Enterprise Tiers
- Contact dedicated support contact
- Immediate acknowledgment
- P0 issues escalated to CTO within 1 hour
- Daily updates until resolved
Priority Definitions
P0 - Critical
- PreviewKit completely down for your organization
- Data loss or security breach
- Response: Enterprise only, within custom SLA
P1 - High
- Major feature broken (e.g., all deployments failing)
- Affects multiple users
- Response: Within SLA for your tier
P2 - Medium
- Single user affected
- Workaround available
- Response: Within SLA for your tier
P3 - Low
- Feature requests
- Documentation improvements
- Response: Best effort, no SLA
Self-Service Resources
Knowledge Base (Coming Soon)
- Common error messages and solutions
- Integration guides
- Video tutorials
Status Page (Coming Soon)
- Real-time service status
- Incident history
- Scheduled maintenance
Community
- GitHub Discussions (coming soon)
- Discord server (coming soon)
Providing Good Bug Reports
To help us help you faster, include:
-
Environment
- PreviewKit version:
previewkit/action@v1.2.3 - Cloud: Azure / AWS / GCP
- Region: e.g.,
eastus
- PreviewKit version:
-
What happened
- Expected behavior
- Actual behavior
- Error message (full text)
-
Steps to reproduce
- Minimal workflow file
- PR number or commit SHA
- Link to GitHub Actions run
-
Attachments
- Screenshots of error
- Workflow logs (sanitize secrets!)
- Azure Portal screenshots (if relevant)
Example good bug report:
text
Title: Preview deployment fails with "Container App environment not found"
Environment:
- PreviewKit: previewkit/action@v1
- Cloud: Azure
- Region: eastus
- Repository: myorg/myrepo
What happened:
Expected: Preview deploys successfully
Actual: Action fails with "Container App environment 'preview-env' not found"
Workflow file: [attached]
Error log: [attached]
Screenshot: [attached]
I verified the environment exists in the Azure Portal.
Feedback
We're constantly improving. Share feedback:
- Feature requests: GitHub Discussions
- Bug reports: GitHub Issues (free tier) or support form (paid)
- General feedback: support@previewkit.dev
Legal
Service Level Agreement (SLA)
- Business tier: 99.9% uptime target
- Enterprise tier: Custom SLA available
- Credits available for SLA breaches (Enterprise only)
Support Scope
Support covers PreviewKit functionality only. Infrastructure costs, third-party services, and application debugging are customer responsibility.
Business Hours
Monday-Friday, 9:00 AM - 5:00 PM Eastern Time (US) Excluding US federal holidays
Questions? Visit previewkit.dev/support or email support@previewkit.dev