Help channel

Last updated: Nov 4, 2026

The Help channel is a communication bridge between Fluid Attacks and its clients. Its purpose is to address inquiries, concerns, and requests, including developer role changes and access permission changes. This documentation gives the key features of the Help channel and the guidelines to use it effectively.

Contact information

The Help channel is available at [email protected].

Confidentiality

Fluid Attacks keeps all communication through the Help channel confidential. Authorized personnel in Fluid Attacks can get access to the contents of the emails. This keeps the communication secure and confidential.

Purpose

The Help channel is for different interactions, for example:

Developer role changes: Clients and authorized internal personnel can ask for changes to developer roles in applications. This includes the addition, change, or revocation of permissions for developers.
Access permission changes: Clients and authorized internal personnel can ask through the Help channel for a change to the access permissions of developers to specific applications. All changes follow established procedures and authorizations.
Inquiries and concerns: Clients can ask for help, clarification, or resolution of their doubts, concerns, or issues about the services, applications, or processes of Fluid Attacks. Internal personnel can also use the channel for similar purposes.

Response time

Fluid Attacks is committed to timely responses to all inquiries and requests that it receives through the Help channel. Support engineers try to address client and internal requests quickly and efficiently. The initial response service-level agreement (SLA) depends on the priority of the case, which is based on its business impact. In all cases, the maximum resolution time is 10 days.

Priority	Response time
Low	3 hours
Medium	2 hours
High	1 hour

Authorization

Internal processes and actions about developer roles and access permissions require correct authorization. This makes sure that changes have the applicable approvals and compliance measures.

Confirmation

These are the descriptions of the confirmation stages. They show the essential tools that Fluid Attacks uses to give informed responses and effective solutions.

Case identification

Each interaction starts with a careful assessment of the case that the user presents. This initial step is very important to understand the nature of the request or report, and to make a strong foundation for the next analysis.

In this identification process, these key tools are fundamental:

Production environment testing: The Fluid Attacks platform is the central place to replicate and validate actions. It gives an environment for more tests with real data.
Local environment testing: Fluid Attacks runs tests in locally controlled environments to reproduce issues. This makes sure that the issues are reproducible before changes in the production environment.
Developer console: Fluid Attacks uses integrated tools in browsers or development devices to inspect, debug, and analyze elements of the platform in real time.

Each situation is different. Thus, Fluid Attacks carefully selects the tools that are best for the characteristics of the case:

GraphQL API: It gives efficient queries to get specific details about groups, the membership status of users, and data about findings and vulnerabilities. This information is valuable. It helps to confirm the essential details to understand the nature of the request.
CloudWatch: It improves monitoring and observability, with advanced log analysis to get key information. Its Log Insights feature helps to collect and monitor logs, with better visibility and effective tracking.
SendGrid: It sends the notifications of the platform. Its Event Webhook records when users open or click an email, or report it as spam. This helps Fluid Attacks understand the email status.
Datadog: It is essential to identify and confirm errors related to user requests. Its detailed reports show the nature and severity of errors. They also let Fluid Attacks trace their origin.
Consulting With the Developer: Direct consultation with the developers of Fluid Attacks is a strategic resource to address complex issues that require technical understanding. It gives guidance and detailed solutions for cases that require a specialized technical approach.

For more information about the monitoring tools that Fluid Attacks uses for an efficient service, read Monitoring.

Final determination

With the information from these specialized tools, Fluid Attacks goes to the final determination phase. In this phase, Fluid Attacks assesses the findings. Then, it categorizes the request as a problem (Bug) that requires a correction or as a new functionality (Feature).

User confirmation

After the evaluation, Fluid Attacks tells the user the results. If an error is confirmed, Fluid Attacks creates an issue with the Bug label and assigns it to a developer with expertise in the field. For functionality requests, Fluid Attacks creates an issue with the Feature label and assigns it to the Head of Product.

If Fluid Attacks finds that the case is an incident, or that it can become one, it assigns the issue to the Incident Manager. For more information about this process, read Incident management.

Follow-up

Fluid Attacks knows that transparency and continuous communication are important. Thus, it gives its users a full follow-up process. The requester has information about each step of the case and knows the link of the issue that addresses the situation. The requester communicates with the staff that knows the most about the request. After Fluid Attacks closes the case, the requester can open it again for other needs.