Support
Support
Email, from the person who wrote the code, within stated hours. Faster than most escalation paths and worse than a rota — and we would rather you knew which.
Ask from inside the product
You do not open a browser, find a portal, sign in and describe your environment. You ask Genie, in the console you are already in.
And it arrives with what we would otherwise spend twenty minutes asking for: the version you run, your schema state, your host and GPU, your container runtime, your database, network reachability, DNS and time, certificates and ports — plus any recent faults from the same deployment.
You read every one of those before it sends, and none of it contains anything about your clients — no names, no hostnames, no addresses, no ticket content. A payload carrying any of that is rejected in full rather than stripped.
Email and the portal work too — for the case where the deployment is the thing that is broken. All three become one ticket with one history.
And a ticket closes because somebody closed it and said why. It does not age out, and it does not auto-close because you stopped replying. If you went quiet, that is a decision somebody here has to make, not something the system does on our behalf.
Genie answers first — and never marks it resolved
He has read the source of the version you are running, not the newest one. His answer is attached the moment the ticket opens, with the field he reasoned from and what to check next — or the plain statement that he cannot ground it, in which case it goes to a person.
His answer never closes your ticket. It resolves when you say it did, or when a person decides it did. A vendor that lets its own agent mark its own work resolved has built a metric, not a support desk.
And most problems are not our code. A GPU driver that did not load, a firewall dropping SNMP, DNS pointing a collector at the wrong interface, a full disk. We diagnose those too — “that is not our software” is not an answer we are willing to give you.
How to reach us
| Where | |
|---|---|
| Product support | support@dream-genie.ai |
| Billing and licensing | billing@dream-genie.ai |
| Security disclosure | security@dream-genie.ai |
| Everything else | hello@dream-genie.ai |
Include your deployment id — it is on Settings → About — and the relevant audit event id if there is one. That alone usually removes a round trip.
Hours and expectations
Mountain Time, weekdays. We publish the hours we actually work rather than an aspiration.
There is no night shift. If your business needs 24/7 vendor support with a phone number, we are not that vendor and we would rather say so here than at 2am.
What helps, if you are emailing us
- What you expected, what happened, and the time it happened
- The deployment id and the module
- The audit event id where one exists — it resolves the whole chain
- Whether it is reproducible, and what you did to try
The platform can assemble most of this for you. dg support bundle produces a diagnostic archive that carries no client data — read it before you send it.
If the documentation is wrong
That is a defect and we treat it as one. The install guide is tested by following it verbatim on a clean machine, and a step that does not work as written fails our own build.
Tell us and we fix the documentation, not just your install.
Security disclosure
Report to security@dream-genie.ai. We will acknowledge within two working days, tell you what we found, and credit you in the release notes unless you would rather we did not.
We do not run a bounty programme and we will not pretend otherwise.
Not a customer yet?
Thirty days read-only on your own estate, and support is the same email.
Your account — a bill you can recompute, support that has read your version, and ten fields is all we receive. Your account.
Your staff can certify on the platform — nine tracks, earned by doing the work rather than watching a video about it. Certification.