When to contact support
Reach out to the ModelRiver team when you encounter:
- Persistent 5xx responses despite working provider credentials
- Platform-wide issues affecting multiple projects or workflows
- Feature requests such as custom retention, SIEM integrations, or higher rate limits
- Security disclosures or incident reports
- Billing inquiries or account-related questions
- Enterprise needs including custom SLAs, dedicated infrastructure, or compliance requirements
How to reach us
Email support
For the fastest resolution, include:
| Detail | Why it helps |
|---|---|
| Project name | Identifies your workspace and configuration |
| Workflow name | Points to the specific workflow involved |
| Recent timestamps | Helps locate the exact request in our logs |
| Error messages | The full error response, not just the status code |
| Request ID / Channel ID | Enables direct log lookup on our side |
| Steps to reproduce | Allows us to replicate the issue quickly |
Example support email
Subject: Persistent 503 errors on production workflow Project: my-projectWorkflow: customer-support-summarizerTimeframe: 2026-02-15 14:00-15:00 UTCChannel IDs: abc-123, def-456 Seeing intermittent 503 errors from the OpenAI provider.Fallback to Anthropic works but primary hasn't recovered.Provider credentials re-verified and working in Playground.Response times
| Priority | Target response |
|---|---|
| Critical (platform down) | Within 1 hour |
| High (production impact) | Within 4 hours |
| Standard | Within 1 business day |
| Feature requests | Within 3 business days |
Self-service first
Before contacting support, check:
- Quick fixes: Common errors and solutions
- Debugging tips: Systematic debugging approach
- FAQ: Frequently asked questions
- Observability: Request logs and timeline analysis