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Troubleshooting

Getting Support

How to file issues, get help from the community, contact Sophon Support, and escalate production incidents.

Before opening a support ticket, check:

  1. Common Issues — your problem may be a five-second fix.
  2. Diagnostic Logs — the answer often shows up in logs before it reaches us.

If you're still stuck, here's how to get help.

Community support (free)

For questions, discussions, and community-driven help:

  • GitHub Discussions — https://github.com/buildersoft/sophon/discussions
    • Best for: "how do I do X?", "is this the right approach?", design feedback
  • Discord — https://discord.gg/sophon
    • Best for: real-time chat, quick questions, showing off what you built

Community support is best-effort. Volunteers and Sophon engineers both hang out there, but there's no SLA.

Bug reports

For reproducible bugs, file a GitHub issue:

  • Sophon core: https://github.com/buildersoft/sophon/issues
  • Sophon Website (docs): https://github.com/buildersoft/sophon-website/issues
  • Sophon Mobile: https://github.com/buildersoft/sophon-mobile/issues

A good bug report includes:

  • Sophon version — sophon version output
  • Tier — Personal / Pro / Enterprise
  • OS + runtime — e.g., "Ubuntu 22.04, .NET 10.0.3, Docker 24.0"
  • Reproduction steps — minimal, numbered, copy-pasteable
  • Expected behavior
  • Actual behavior
  • Relevant logs — use diagnostic bundle or paste the error with context
  • Screenshots — for UI issues

Please don't paste credentials, tokens, or user-identifying information. Redact before sharing.

Security vulnerabilities

Do not open public GitHub issues for security bugs. Email security@sophon.dev with:

  • Description of the vulnerability
  • Reproduction steps
  • Impact assessment
  • Your contact info

We acknowledge within 48 hours. Coordinated disclosure timeline is typically 90 days.

Commercial support

Sophon offers paid support tiers for Pro and Enterprise customers.

Pro support

Included with Pro license. Covers:

  • Installation help
  • Configuration questions
  • Bug triage
  • Best practices guidance
  • Response within 2 business days

Open tickets via https://support.sophon.dev with your license ID.

Enterprise support

Included with Enterprise license. Covers everything Pro support does, plus:

  • Named engineer contact
  • Business-hours phone line
  • Architecture review — we audit your deployment and suggest improvements
  • Priority bug fixes — your-name-in-the-changelog fast path
  • Response within 4 business hours

Enterprise customers also have access to support-enterprise@sophon.dev.

Incident escalation (Enterprise)

For production-down scenarios:

Pager: dedicated phone line provided in your onboarding packet.

  • Severity 1 (production down, data integrity at risk): response within 1 hour, 24/7
  • Severity 2 (major functionality impaired): response within 4 business hours
  • Severity 3 (minor functionality impaired): response within 1 business day
  • Severity 4 (question / guidance): response within 2 business days

Declare severity when you open the ticket. We'll confirm or adjust.

Filing an effective ticket

What saves you time (and us):

Include a diagnostic bundle

sophon ops diagnostic-bundle --out bundle.zip

Attach to the ticket. We see your logs, config (redacted), license, and process stats in one file.

Include a minimal repro

Strip out everything that isn't needed. A 3-line bug is easier to fix than a 300-line one.

Include request IDs

If the failure is a single request, the response body / logs include X-Sophon-Request-Id (e.g., req_abc123...). Include it — we can jump straight to the trace.

State impact

"Breaks my demo" vs "breaks our $10M contract" genuinely affects prioritization. Be honest about impact.

One problem per ticket

Don't bundle "the cron scheduler is misbehaving, oh also the dark mode theme has a bug." Separate tickets so we can route to the right owner and track each independently.

Self-service resources

  • Status page — https://status.sophon.dev for Sophon Cloud incidents
  • Release notes — in-app Help → What's new or https://sophon.dev/releases
  • API changelog — https://sophon.dev/changelog tracks API-level additions, deprecations, breaking changes
  • Video tutorials — https://sophon.dev/learn (grows over time)

Contributing

Sophon is a commercial product from Buildersoft with publicly documented extensibility points. Ways to contribute:

  • Skills: the Sophon Marketplace accepts community skills after security review
  • Docs feedback: open an issue on the sophon-website repo if you spot inaccuracies or gaps
  • Bug reports & feature requests: use the issue trackers linked above

For integration work that goes beyond skills (custom channels, model providers, vault backends), talk to us via partnerships@sophon.dev.

Professional services

For implementation assistance beyond standard support — custom integrations, migrations from competitors, bespoke skill development — Sophon Professional Services is available:

services@sophon.dev

Before you escalate

Nine times out of ten, the answer is:

  1. Restart the Gateway — fixes transient issues
  2. Check the logs — usually spells out the problem
  3. Check the provider's status page — LLM provider issues propagate
  4. Check the firewall / network — especially in corporate environments
  5. Check disk space — full disk breaks a lot of things silently

If those five don't help, we're happy to.

Where to go next

Diagnostic Logs

Where logs live, how to adjust verbosity, which log sources matter for which problems.

On this page

Community support (free)Bug reportsSecurity vulnerabilitiesCommercial supportPro supportEnterprise supportIncident escalation (Enterprise)Filing an effective ticketInclude a diagnostic bundleInclude a minimal reproInclude request IDsState impactOne problem per ticketSelf-service resourcesContributingProfessional servicesBefore you escalateWhere to go next