Support
How to report bugs, ask for features, and contact the maintainers when something on the public surface is not behaving the way these pages say it should.
What belongs here
- The JavaScript SDK (
@vedika-io/agent-sdk-js) and the Python client (vedika-agent-sdk, on PyPI). - The chat widget bundle (the hosted harness chat).
- The WordPress, Shopify, and Wix embed packages.
- The MCP server and the Chat Completions- and Messages-compatible doors.
- The public wire contract and the public model ids.
What does not belong here
The hosted service, the prompts, the validators, the routing, the retrieval corpus, the billing pipeline, the eval suite, and the internal documentation are out of scope for this repository. Issues that affect only the hosted service are handled through the customer support channel.
Reporting a bug
Use the bug issue template in
.github/ISSUE_TEMPLATE/bug.yml. A useful report contains:
- SDK version and harness URL.
- The turn id (
x-vedika-turn-id) from the failing response. - The chunk allowlist item that misbehaved, when relevant.
- Steps to reproduce or a minimal code snippet.
- The expected and actual behaviour.
Reporting a security issue
Email the address listed in your customer onboarding materials. Do not
open a public issue. See SECURITY.md at the repository root
for the full process and the cryptographic-material policy.
Requesting a feature
Use the feature issue template in
.github/ISSUE_TEMPLATE/feature.yml. Note that wire-contract
changes go through the internal review process first; external
contributors do not edit the wire spec directly.
Status and incidents
The status of the public surfaces is communicated through the customer support channel. This repository never includes status pages, on-call notes, or incident reports.
Enterprise escalation path
Enterprise customers use three channels in order of urgency. Open the first; if you do not hear back inside the SLA window, escalate to the next.
| Step | Channel | Use it for |
|---|---|---|
| 1 | Support tickets —
support-tickets.vedika.io |
Bug reports, integration questions, token or billing questions, anything reproducible. |
| 2 | Slack Connect channel | Day-to-day engineering chat with your assigned CSM and SRE. Shared with the customer’s team only; nothing else from the customer’s side touches it. |
| 3 | Jira service desk | Outages, security incidents, anything blocking production. Opened from the Slack channel or by emailing the address in your onboarding materials. |
Include your deployment URL, the turn id from
x-vedika-turn-id, and the SDK version in every
ticket. A useful ticket is reproducible inside five steps.
Enterprise SLAs
Service levels are set in the agreement signed for your account. Response and resolution targets are confirmed by your account team when you sign.
| Severity | Definition | First response | Resolution target |
|---|---|---|---|
| 1 — Critical | Production outage or a security incident that affects end users of your app. | Set in your agreement | Set in your agreement |
| 2 — High | A feature is degraded for your end users but there is a workaround. | Set in your agreement | Set in your agreement |
| 3 — Normal | Bugs that do not affect end users, integration questions, token or billing questions. | Set in your agreement | Set in your agreement |
| 4 — Low | Documentation, feature requests, cosmetic issues. | Set in your agreement | Set in your agreement |
Uptime and latency targets are part of the same agreement:
| Metric | Target | Measurement window |
|---|---|---|
| Chat API uptime | Set in your agreement | Calendar month |
| First-token latency (p50) | Set in your agreement | Calendar month |
| First-token latency (p95) | Set in your agreement | Calendar month |
| Token-mint latency (p95) | Set in your agreement | Calendar month |
Severity definitions, response targets and the uptime and latency numbers are agreed with your account team when you sign.
What stays in the customer channel
The hosted service, prompts, validators, routing, retrieval corpus, billing pipeline and internal runbooks are out of scope for this repository. Issues that affect only the hosted service are handled through the customer support channel above. This page documents the boundary on purpose: the public surface is narrow by design.