Customer Support

Contact support

Pick the channel that matches your situation. Licensed customers should always use email so we can track and respond against our support commitments.

Licensed customers

Email support@oxy.tech. Include your organisation name, a description of the issue, steps to reproduce, and any relevant logs or screenshots. This is also the channel for security reports and any issue involving production data.

Open-source community

Oxygen’s open-source core is developed in the open at github.com/oxy-hq/oxy. For questions, feature requests, and bug reports against the open-source project, please open an issue in the oxy-hq/oxy issues tracker. Community issues are triaged on a best-effort basis and are not covered by the response targets below.

Support policy

Scope

Support covers the Oxygen platform as delivered to licensed customers: platform availability, defects in supported functionality, configuration guidance, and how-to questions. Support does not cover custom development work, issues originating in third-party systems outside our control, or use of unreleased or community-contributed features.

Hours

Support is staffed Monday through Friday, 9:00–18:00 Pacific Time, excluding US public holidays. Emails received outside these hours are handled on the next business day.

Response target

We aim to acknowledge support emails within one business day. Acknowledgement means a human has received the request and begun triage; resolution time depends on the nature of the issue and is communicated within the initial response.

Escalation

If an open issue is not progressing, reply to the existing email thread and explicitly request escalation, or contact your account representative. We will involve engineering and leadership as needed.

Changes to this page

We may update this page from time to time. Material changes will be indicated by updating the “Last updated” date at the top.