Technical Support

Interlynk provides technical support to help you resolve issues, answer questions, and get the most out of the platform. Support is available through multiple channels depending on your subscription tier.

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Contact Us

Channel	Details	Availability
Live Chat	Click the chat icon at the bottom left of the Platform Dashboard or Website	Business hours
Email	[email protected]	24/7 (responses during business hours)

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Support Tiers

Support level and response times vary by subscription plan.

Free Tier

Priority	Response Time	Channel
General questions	Best effort	Email, Live Chat
Bug reports	Best effort	Email, GitHub

Enterprise Tier

Priority	Response Time	Channel
Critical — Platform unavailable or data loss	8 business hours	Email, Live Chat
High — Major feature impaired, no workaround	24 business hours	Email, Live Chat
Medium — Feature impaired, workaround available	2 business day	Email, Live Chat
Low — General questions, feature requests	4 business days	Email, Live Chat

Business hours are Monday through Friday, 9:00 AM — 6:00 PM ET, excluding US federal holidays.

Enterprise customers can contact their account representative for escalation paths and dedicated support options.

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Reporting a Bug

When reporting a bug, include the following information to help us diagnose the issue quickly:

1. Summary — A brief description of the problem.

2. Steps to reproduce — The exact steps to trigger the issue.

3. Expected behavior — What you expected to happen.

4. Actual behavior — What actually happened.

5. Screenshots or screen recordings — Visual evidence of the issue, if applicable.

6. Environment details:

   • Browser and version (for platform issues)

   • CLI tool and version (for sbomqs, sbomasm, pylynk issues — run <tool> --version)

   • Operating system

   • SBOM format and specification version (if relevant)

Where to Report

Issue Type	Where to Report
Platform (Dashboard, API)	[email protected] or Live Chat
sbomqs	GitHub Issues
sbomasm	GitHub Issues
pylynk	GitHub Issues
Security vulnerabilities	[email protected]

For security vulnerabilities, do not open a public GitHub issue. Email [email protected] directly with details.

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Troubleshooting

SBOM Upload Issues

Problem	Possible Cause	Solution
Upload fails with validation error	SBOM does not meet minimum quality requirements	Run sbomqs locally to check quality scores before uploading
Upload succeeds but no vulnerabilities appear	Vulnerability scan has not completed	Wait a few minutes — scans run asynchronously after upload
Upload rejected with format error	Unsupported SBOM format or malformed file	Verify the file is valid CycloneDX or SPDX in JSON or XML format

Authentication and Access

Problem	Possible Cause	Solution
Cannot log in via SSO	SAML misconfiguration	Review the SSO configuration guide and verify tenant, Entity ID, and ACS URL
User lacks expected permissions	Incorrect role assignment	Check role management and verify the user's assigned role
API key returns 401 Unauthorized	Expired or revoked key	Generate a new API key in API key management

Integrations

Problem	Possible Cause	Solution
Slack notifications not delivered	Invalid webhook URL	Verify the webhook URL in Slack integration settings
Jira tickets not created	Connection credentials expired	Re-authenticate the Jira integration
GitHub integration not syncing	Repository permissions changed	Verify the GitHub integration has the required repository access

CLI Tools

Problem	Possible Cause	Solution
pylynk returns authentication error	Missing or invalid API key	Set the API key with pylynk configure or the INTERLYNK_API_KEY environment variable
sbomqs returns low scores	SBOM missing required fields	Review the scoring output and address the flagged fields
sbomasm merge produces unexpected output	Conflicting component versions	Review input SBOMs for duplicate or conflicting entries

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Frequently Asked Questions

For the full list of frequently asked questions, see the FAQ page.