rConfig Vector Prism – Getting Support

Getting Support for rConfig Vector Prism

This page summarises how to get help with rConfig Prism — where to file a ticket, what to include, and how to reach us for security issues, professional services, and sales.

Support Channels

Support Portal (recommended)

Open and track tickets at:

https://portal.rconfig.com

The support portal:

Tracks ticket state (open / waiting / resolved) so you can see progress.
Lets you attach screenshots, logs, and exports inline.
Routes the ticket to the right team automatically.
Keeps a history of past tickets you can search next time something familiar comes up.

This is the preferred channel for non-urgent issues.

Standard Support Email

For sites without portal access, or if the portal is unreachable:

[email protected]

Tickets sent here are processed in business hours; SLA depends on your subscription.

Professional Support Email

If you have an active Professional Support subscription:

[email protected]

Faster response targets, named engineers, and access to deployment-specific runbooks. Your account manager can confirm what’s covered.

Sales

Pricing, evaluation licenses, demo requests, multi-year contracts:

https://rconfig.com (contact form on the site)

What to Include in a Support Ticket

A complete ticket gets a faster, more accurate answer. For Prism issues, include:

Always

Prism version — visible in the admin dashboard footer or under /admin/docs/version inside your instance.
rConfig version — your upstream rConfig server’s version (visible at the rConfig admin console).
Deployment context — bare metal, VM, container, cloud provider; OS and PHP version.
What happened — the specific symptom, in concrete terms (“customer X sees an empty device list at /devices” beats “device list broken”).
What you’ve already tried — the resolutions from Troubleshooting you’ve worked through, with results.
Reproduction steps — exactly what the user did to trigger the issue.

When applicable

Screenshots — particularly for UI / branding / display issues. Make sure they don’t leak customer-identifying information that you wouldn’t want shared; redact if needed.
Exception log entries — open /admin/exception-logs, find the matching entry, and copy the full trace into the ticket. Don’t just paste the headline — the trace tells us much more.
rConfig API log entries — from /admin/rconfig-api-logs if the issue involves upstream calls. Filter to the relevant time window and export to CSV.
System Optimization output — from /admin/optimization if the issue feels performance-related.
Audit log excerpts — if the issue is “user X did Y but we can’t trace it”, export the relevant filter from /admin/audit-log.

What to leave out

Plaintext credentials. Don’t paste your rConfig API token, your SMTP password, or a customer’s password into a ticket. We don’t need them. If we genuinely do, we’ll ask via a secure channel.
Customer-identifying information that isn’t necessary for the issue. Redact emails and team names if they aren’t relevant.
Full database dumps unless requested. If we need one, we’ll ask and provide secure transfer instructions.

Severity and Response Targets

Response times depend on your subscription tier and the severity you select when opening the ticket.

Severity	Description	Examples
Sev 1 — Outage	Production system unusable, customer-impacting.	Sign-in completely down; portal returning 5xx for all users; suspected data leak between teams.
Sev 2 — Major	Significant feature broken, workaround painful.	A specific customer’s device list is broken; mail not delivering; persistent API connection failure.
Sev 3 — Minor	Feature degraded, workaround acceptable.	Slow page load on one screen; brand setting not saving correctly; cosmetic regression.
Sev 4 — Question	Documentation, configuration, or roadmap question.	”How do I configure X?”; “Is feature Y on the roadmap?”; “Best practice for Z?”.

For Sev 1, also call out severity at the top of the ticket so it routes to the on-call engineer rather than the standard queue. Your subscription documentation describes any phone-based escalation path.

Security Disclosures

If you’ve found a security vulnerability in Prism — authentication bypass, cross-tenant data leak, server-side injection, etc. — do not file it on the public support portal or send it to the standard support address.

Email security disclosures to the address listed at:

https://rconfig.com/security

Include:

Steps to reproduce.
Affected version(s).
Impact assessment.
Whether you’ve disclosed elsewhere.

We follow a coordinated disclosure timeline and will acknowledge within one business day. If your disclosure is significant, we may invite you to test a fix in a private staging environment before release.

Professional Services

Some engagements benefit from hands-on rConfig involvement: large-scale migrations, custom branding implementations beyond the editor, custom validation logic, integrations with other systems, training programs.

Contact [email protected] to scope a Professional Services engagement. Active rConfig subscription required.

Community Resources

In addition to formal support, the following resources are useful for self-service:

This documentation site — https://docs.rconfig.com — public-facing operational and feature documentation.
In-app docs — /admin/docs inside your running Prism instance — version-locked operator runbooks.
rConfig GitHub — github.com/rconfig/rconfig — issue tracker for the rConfig core; not for Prism issues, which go through the support portal.
Webinar archive — recorded webinars on rConfig, Vector, and Prism are linked from rConfig.com.

Feedback and Roadmap

Have a feature request? A “this would be obvious if…” improvement? A workflow that consistently feels harder than it should?

We track customer feedback as input to the roadmap. Submit through:

The Feedback link in the Prism sidebar (sends through your contracted feedback channel).
The support portal, with severity Sev 4.
Direct conversation with your account manager.

Feedback won’t get an SLA-bound response, but it does get read and considered for the roadmap.

Overview — What Prism is.
Troubleshooting — Self-service problem solving.
FAQ — Common questions, including support and licensing.
Best Practices — Production operations guidance.