Support

Tell us what’s broken, what’s confusing, or what you wish Intreys did. Attach logs and a screenshot if you have them — everything goes through one form and we route it from there.

Before you open a ticket, you can also check the documentation, watch walkthroughs on our YouTube channel, or browse the FAQ below.

General

[email protected]

Bugs, how-to questions, feature requests. First reply within one business day.

Security

[email protected]

Vulnerabilities and security incidents. See disclosure policy first.

Sales & licensing

[email protected]

Volume pricing, MSSP terms, Team and Enterprise / MSSP evaluation, procurement paperwork (PO, MSA, DPA, BAA).

Open a ticket

Privacy: tickets and any attachments are stored on our support helpdesk for as long as the ticket is active plus 12 months. Logs may contain IP addresses, hostnames, and file paths from your captures — please redact sensitive details before uploading. We never share ticket contents with third parties.

Issue type*

How urgent is this?*

Your email*

We’ll reply here. Please use a real address you check.

License ID(optional)

Find this in the app under Settings → License.

Subject*

Description*

Up to 8,000 characters. Markdown is fine.

App version(optional)

Operating system(optional)

Logs(optional, ≤ 25 MB total)

📝

Drop log files here or click to browse

Accepts .log, .txt, .json, .zip, .gz — redact sensitive paths before uploading

In the app: Help → Diagnostics → Open logs folder reveals app.log and pipeline.log.

Screenshots(optional, ≤ 15 MB total)

📷

Drop screenshots here or click to browse

PNG, JPEG, WebP, GIF

Tip: attach a diagnostics file generated from Intreys → Help → Diagnostics → Generate report. Diagnostics are optional and are generated, reviewed, and uploaded by you — the app never sends them automatically. The bundle is sanitized to remove API keys, license keys, home paths, and anything from your captures.

I’ve read the privacy notice above and confirm any attachments are mine to share.*

Frequently asked

Where are my logs? In the app open Help → Diagnostics → Open logs folder. On macOS that’s typically ~/Library/Application Support/intreys/logs/; on Windows %APPDATA%\intreys\logs\; on Linux ~/.config/intreys/logs/ (or $INTREYS_DATA_DIR/logs/ if set).
Will you ever ask for my license private key or password? No. Real Intreys staff will never ask for either. Treat any such request as a phishing attempt and forward it to [email protected].
Can I redact a PCAP before uploading? Yes — we recommend it. Open the capture in Intreys, export only the flows you need with File → Export filtered PCAP, and attach that instead.
How fast will I get a response? Initial response within one business day for normal tickets. Blocker and security issues get same-day attention; see the disclosure policy for security SLAs.
What about urgent off-hours support? Enterprise / MSSP customers have access to a 24×7 on-call rotation; the dispatch number is in your activation email. Team customers have a 24-hour priority email SLA. Community and Professional support is best-effort during business hours.