Support
Pompelmi has three support tiers. Each is described below so you can find the right path for your situation.
Community support (free)
Section titled “Community support (free)”Available to everyone. No account or subscription required.
| Channel | Best for |
|---|---|
| GitHub Issues | Bug reports and reproducible problems |
| GitHub Discussions | Questions, integration help, general discussion |
| Documentation | Guides, API reference, tutorials, architecture overview |
| SECURITY.md | Private vulnerability reporting (not a public issue) |
For most integration questions, checking the docs or opening a Discussion is the fastest path to an answer.
Commercial support (ad hoc)
Section titled “Commercial support (ad hoc)”Limited private support is available directly from the maintainer. This is best suited for teams who need private, specific help that is not appropriate for a public forum.
What it includes:
- Integration assistance for your specific framework and setup
- Configuration and policy review
- Prioritized troubleshooting for edge cases
- Upload security guidance
What it does not include:
- Guaranteed response times or SLAs
- Live calls or synchronous support
- Ongoing retainer or dedicated account management
How to request: Email pompelmideveloper@yahoo.com with:
| Field | Example |
|---|---|
| Framework / runtime | Express 5.x on Node 22 |
| Pompelmi version | 0.34.1 |
| Description | One paragraph describing your issue or goal |
| Expected behavior | What you expected to happen |
| Relevant output | Logs or error messages — omit credentials and sensitive data |
Enterprise support (included with Enterprise plan)
Section titled “Enterprise support (included with Enterprise plan)”Pompelmi Enterprise subscribers receive priority email support with a 1 business-day first-response SLA.
Enterprise support covers:
- All open-source core questions
@pompelmi/enterpriseintegration and configuration- Audit logging, SIEM connectivity, and compliance evidence questions
- Prometheus metrics and dashboard configuration
- Premium YARA rules questions
- License and billing inquiries
To access Enterprise support, email using the address associated with your Polar.sh subscription.
Choosing the right channel
Section titled “Choosing the right channel”| Situation | Recommended channel |
|---|---|
| Bug or unexpected behavior | GitHub Issues (public) |
| Integration question with no sensitive details | GitHub Discussions (public) |
| Private integration help, one-time review | Commercial support (email) |
| Ongoing priority support with SLA | Enterprise plan |
| Security vulnerability | SECURITY.md (private advisory) |