Alert Relay Support

For product support, email support@darkwoodapps.com. Support hours and first-response targets are published on the Support SLA page.

How to submit a support request

Email support@darkwoodapps.com with a subject in this format: Alert Relay — [short description] (for example, “Alert Relay — delivery issue”).

Include:

• the Alert Relay version and whether the event used the native Operations Webhook or the optional Automation path;
• approximate event time and time zone;
• connection name and the relevant delivery-journal status, HTTP status, and fixed error code;
• the JSM plan and the steps you took, expected behavior, and observed behavior.

Do not include webhook URLs, tokens, passwords, alert payloads, note or description text, or other confidential customer data. Redact screenshots and logs before attaching them.

Support hours are Monday–Friday, 10:00–18:00 Kyiv time. For a critical issue that prevents alert delivery or may have caused data loss, we target a first response within 1 business day. For routine questions, we target a first response within 2 business days. Requests received outside support hours start counting from the next business day. These are first-response targets, not resolution guarantees; support is not available 24/7.

For setup, see the Alert Relay setup guide. For privacy or security questions, use this same support address.