# 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. *** ## Contact Us | Channel | Details | Availability | | ------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------- | | **Live Chat** | Click the chat icon at the bottom left of the [Platform Dashboard](https://app.interlynk.io) or [Website](https://www.interlynk.io/#hs-chat-open) | Business hours | | **Email** | | 24/7 (responses during business hours) | | | | | *** ## 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 | {% hint style="info" %} Business hours are Monday through Friday, 9:00 AM — 6:00 PM ET, excluding US federal holidays. {% endhint %} {% hint style="info" %} Enterprise customers can contact their account representative for escalation paths and dedicated support options. {% endhint %} *** ## 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 ` --version`) * Operating system * SBOM format and specification version (if relevant) ### Where to Report | Issue Type | Where to Report | | ------------------------- | --------------------------------------------------------------- | | Platform (Dashboard, API) | or Live Chat | | sbomqs | [GitHub Issues](https://github.com/interlynk-io/sbomqs/issues) | | sbomasm | [GitHub Issues](https://github.com/interlynk-io/sbomasm/issues) | | pylynk | [GitHub Issues](https://github.com/interlynk-io/pylynk/issues) | | Security vulnerabilities | | {% hint style="warning" %} For security vulnerabilities, do not open a public GitHub issue. Email directly with details. {% endhint %} *** ## Troubleshooting ### SBOM Upload Issues | Problem | Possible Cause | Solution | | --------------------------------------------- | ----------------------------------------------- | -------------------------------------------------------------------------------------------- | | Upload fails with validation error | SBOM does not meet minimum quality requirements | Run [sbomqs](/productivity-tools/sbomqs.md) 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](/administration/sso.md) and verify tenant, Entity ID, and ACS URL | | User lacks expected permissions | Incorrect role assignment | Check [role management](/administration/role-management.md) 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](/administration/api-key-management.md) | ### Integrations | Problem | Possible Cause | Solution | | --------------------------------- | ------------------------------ | --------------------------------------------------------------------------------------------- | | Slack notifications not delivered | Invalid webhook URL | Verify the webhook URL in [Slack integration settings](/administration/slack.md) | | Jira tickets not created | Connection credentials expired | Re-authenticate the [Jira integration](/administration/jira.md) | | GitHub integration not syncing | Repository permissions changed | Verify the [GitHub integration](/administration/github.md) 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 | *** ## Frequently Asked Questions For the full list of frequently asked questions, see the [FAQ page](/support/faq.md). --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.interlynk.io/support/technical-support.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.