Support
How to file a support ticket from the desktop app, what to expect by tier, and how the conversation works.
When something doesn't fit a docs page — a bug, an unexpected result, a billing question, or just a how-do-I — file a ticket from the desktop. Every plan can. Your reply window depends on your plan.
File a ticket
In the desktop app, open Support from the bottom-left of the home sidebar. The form has four fields:
- Subject — one line, up to 80 characters.
- Category — pick the closest match. Five options (see below).
- Description — the details. What you saw, what you expected, any context that helps.
- Related project (optional) — pick a project if the ticket is about a specific one. Helps us look at the right data.
You can also attach files: screenshots, KMZ exports, PAN/OND files, log dumps, anything that helps. Up to 10 files per ticket, 25 MB each.
The five categories
| Category | When to use it |
|---|---|
| Something's broken | The app crashed, an error message appeared, a layout failed unexpectedly. |
| How do I… | A question about using a feature. |
| I have a suggestion | Feature request or feedback. |
| Billing & account | Plans, payments, sign-in, the dashboard. |
| My results don't look right | A layout completed but the numbers feel off — capacity, yield, cable lengths, anything quantitative. Routed to our solar engineering lead. |
The category isn't a hard gate; it's routing. If you're not sure, pick the closest match. We'll re-categorize on our side if needed.
What happens next
After you click Send ticket, it lands in your Your tickets list immediately. We're notified server-side; you don't need to do anything.
When we reply, you'll see two things:
- A small dot on the Support entry in the sidebar — a quiet cue that something's waiting.
- The ticket's status changes to Awaiting your reply in the history list.
Click into the ticket to read the reply. You can follow up with another message, attach more files, or close the ticket if it's resolved.
Either side can close a ticket. Once closed, the thread stays viewable but no new replies can be posted. If you need more help on the same topic later, file a new ticket — old tickets are an archive, not a re-opening surface.
Reply windows by plan
| Plan | Reply window |
|---|---|
| Free / Basic | Community-best-effort. No committed window. |
| Pro | Within 2 business days. |
| Pro Plus | Within 8 business hours. |
The window starts when we receive the ticket and ends when we send the first reply. Subsequent replies in the same thread carry the same window — we won't go quiet between exchanges.
A few notes on this:
- Business hours means 09:00–18:00 IST on weekdays, excluding public holidays.
- The window is a commitment, not a guarantee on resolution time. Some questions are answered in five minutes; some take several rounds. The committed window is for the first reply.
- Quota exhaustion doesn't affect your support window. If you're on Pro and you've used all your calcs, your tickets still get the 2-business-day reply.
Auto-attached diagnostics
When you file a ticket, the desktop attaches a small diagnostics blob to your first message that you don't see but we do. It contains:
- The desktop app version + build SHA.
- Your operating system + architecture.
- A short fingerprint of your current sign-in (just enough for us to look up the ticket against the right account — never the full credential).
- A snapshot of your plan, available features, and remaining calc balance at the moment of filing.
This is so the first reply doesn't bounce on "what version are you on, what plan, how many calcs left". Nothing sensitive — no project data, no file contents, no full credentials.
Common issues
I can't find the Support entry
It's in the bottom-left of the home sidebar, separated from the top group by a thin line. You need to be signed in — the Support page won't load otherwise.
My reply didn't go through, "Failed to fetch"
Most often a transient network issue. Re-clicking Send reply usually works. If it persists, sign out and back in to refresh your session, then try again.
I attached a file but it isn't showing up
Files upload in the background after you click Send. If the upload fails, the ticket still posts and the missing file shows as a broken paperclip — file a follow-up reply with the attachment.
What support is, and isn't
Support is for product questions and bugs. For solar engineering consulting (sizing a specific plant, picking the right module, etc.) the "My results don't look right" category will route to someone who can talk shop — but the first reply will usually be "can you share the KMZ + a screenshot of your inputs" before we can say anything specific.
For sales, partnerships, or pricing-not-on-the-site, email sales@solarlayout.app directly.