Motanamy for Developers

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Contact Support ​

Get help from our support team through various channels. We're here to assist you with technical issues, account problems, and general inquiries.

Support Options ​

Quick Help ​

Community Forums ​

Get help from fellow developers and community experts.

  • Access: forums.motanamy.com
  • Response Time: Usually within 24 hours
  • Best For: General questions, best practices, code examples

Find answers in our comprehensive documentation.

Status Page ​

Check system status and incident reports.

Live Support ​

Live Chat ​

Get instant help from our support team.

  • Availability: Monday-Friday, 9 AM - 6 PM EST
  • Access: Click the chat widget on any page
  • Best For: Urgent issues, account problems, billing questions

Discord Community ​

Real-time chat with developers and support staff.

Ticket Support ​

Developer Support Tickets ​

Submit detailed technical support requests.

  • Access: support.motanamy.com
  • Response Time: Within 24 hours
  • Best For: Bug reports, feature requests, technical issues

Enterprise Support ​

Priority support for enterprise customers.

  • Access: Dedicated support portal
  • Response Time: Within 4 hours
  • Best For: Mission-critical issues, custom development, SLA-bound requests

How to Submit a Support Request ​

Before Contacting Support ​

  1. Check Documentation - Search our docs for similar issues
  2. Search Community - Look for existing forum discussions
  3. Try Troubleshooting - Attempt basic troubleshooting steps
  4. Gather Information - Collect relevant details about your issue

Creating an Effective Support Ticket ​

Required Information ​

Account Details

  • Your Motanamy username/email
  • Organization name (if applicable)
  • Account type (Personal, Developer, Enterprise)

Technical Details

  • Platform version (EA, SA, OS)
  • SDK version
  • Operating system and version
  • Browser type/version (for web issues)

Issue Description

  • Clear, specific problem description
  • Steps to reproduce the issue
  • Expected vs. actual behavior
  • Error messages (full text, not screenshots)

Environment Information

  • Development environment setup
  • Network configuration
  • Third-party integrations
  • Recent changes or deployments

Sample Ticket Format ​

Subject: [EA] Plugin fails to load in production environment

Description:
My custom plugin "user-sync" fails to load when deployed to production.

Steps to reproduce:
1. Deploy plugin version 1.2.3 to production environment
2. Access EA dashboard
3. Plugin does not appear in plugin list

Expected behavior:
Plugin should load and be available in the dashboard

Actual behavior:
Plugin is not visible, no error messages in logs

Environment:
- EA Version: 2.1.0
- Plugin SDK: 1.2.0
- Production server: Ubuntu 20.04
- Database: PostgreSQL 13

Additional context:
- Works fine in staging environment
- No recent code changes
- Logs show: "Plugin validation failed: missing dependency"

Attachments:
- plugin-manifest.json
- server-logs.txt
- plugin-package.motapkg

Priority Levels ​

Critical (P0) ​

  • System down or major functionality broken
  • Security vulnerabilities
  • Data loss or corruption
  • Enterprise customers only

High (P1) ​

  • Major feature not working
  • Significant performance issues
  • API outages
  • Developer blocking issues

Normal (P2) ​

  • Minor bugs or issues
  • Feature requests
  • Documentation issues
  • General questions

Low (P3) ​

  • Cosmetic issues
  • Minor inconveniences
  • Nice-to-have features
  • General feedback

Support Channels by Issue Type ​

Account & Billing Issues ​

Issue TypePrimary ChannelSecondary Channel
Password resetLive ChatSupport Ticket
Account verificationLive ChatSupport Ticket
Billing questionsLive ChatSupport Ticket
Subscription issuesSupport TicketPhone
License problemsSupport TicketEmail

Technical Issues ​

Issue TypePrimary ChannelSecondary Channel
API problemsSupport TicketForums
SDK issuesSupport TicketGitHub Issues
Plugin failuresSupport TicketForums
Build errorsForumsSupport Ticket
Performance issuesSupport TicketForums

Development Support ​

Issue TypePrimary ChannelSecondary Channel
Code examplesForumsDocumentation
Best practicesForumsDocumentation
Architecture adviceSupport TicketForums
Integration helpSupport TicketForums
Certification prepTraining PortalForums

Response Times and SLAs ​

Community Support (Free) ​

ChannelResponse TimeBusiness Hours
Forums24 hours24/7
DiscordReal-time24/7
DocumentationInstant24/7

Developer Support (Paid) ​

PriorityResponse TimeBusiness Hours
Critical1 hour24/7
High4 hours24/7
Normal24 hoursM-F 9AM-6PM EST
Low72 hoursM-F 9AM-6PM EST

Enterprise Support (Premium) ​

PriorityResponse TimeBusiness Hours
Critical15 minutes24/7
High1 hour24/7
Normal4 hours24/7
Low24 hours24/7

Escalation Process ​

If you need faster response or haven't heard back:

  1. Check Ticket Status - Log into support portal to see updates
  2. Add More Details - Provide additional information if needed
  3. Request Escalation - Use "Escalate" button in ticket or reply with "ESCALATE"
  4. Contact Management - For enterprise customers, contact your account manager

Premium Support Options ​

Developer Plus Plan ($29/month) ​

  • Priority ticket support
  • Phone support
  • 4-hour response time
  • Monthly consultation calls
  • Beta access to new features

Enterprise Plan (Custom pricing) ​

  • 24/7 phone support
  • 15-minute critical response
  • Dedicated success manager
  • On-site training
  • Custom development services
  • SLA guarantees

Consulting Services ​

  • Code Reviews - Professional code review and optimization
  • Architecture Consulting - System design and planning
  • Performance Tuning - Application optimization services
  • Security Audits - Comprehensive security assessments
  • Migration Services - Platform migration assistance

Self-Service Resources ​

Knowledge Base ​

Access our comprehensive knowledge base:

  • Troubleshooting Guides - Step-by-step solutions
  • FAQ Database - Common questions and answers
  • Video Tutorials - Visual guides and demos
  • API Examples - Code samples and snippets

Developer Tools ​

  • API Explorer - Interactive API testing
  • SDK Playground - Test SDK features online
  • Plugin Validator - Validate plugin packages
  • Log Analyzer - Debug log file analysis

Community Resources ​

  • User Forums - Peer support and discussions
  • GitHub Issues - Bug reports and feature requests
  • Stack Overflow - Technical Q&A
  • Blog Posts - Tutorials and best practices

Contact Information ​

General Inquiries ​

  • Email: support@motanamy.com
  • Phone: 1-800-MOTANAMY (US only)
  • Address: 123 Developer Street, Tech City, TC 12345

Sales and Partnerships ​

Press and Media ​

Security Issues ​

Feedback and Suggestions ​

We value your feedback! Help us improve our support:

  • Support Survey - Complete surveys after ticket resolution
  • Feature Requests - Submit ideas for new features
  • Product Feedback - Share your experience with our products
  • Community Ideas - Discuss suggestions in our forums

Service Level Agreement (SLA) ​

Availability Guarantee ​

  • Platform Uptime: 99.9% uptime SLA
  • API Availability: 99.95% uptime SLA
  • Support Portal: 99.9% uptime SLA

Support Quality Metrics ​

  • First Response Time: Measured and reported monthly
  • Resolution Time: Tracked by priority and category
  • Customer Satisfaction: Measured via post-resolution surveys

Compensation for SLA Breaches ​

  • Uptime Credits: Automatic credits for downtime
  • Priority Boost: Elevated priority for affected customers
  • Account Management: Dedicated attention during incidents

Emergency Contacts ​

System Outages ​

For critical system outages affecting production:

  • Emergency Hotline: 1-888-EMERGENCY (available 24/7)
  • Status Page: status.motanamy.com
  • Incident Response Team: Automatic notification for enterprise customers

Security Incidents ​

For security-related emergencies:

  • Security Hotline: 1-888-SECURITY (available 24/7)
  • Security Team: security@motanamy.com
  • PGP Encrypted: Use our PGP key for sensitive communications

Thank you for choosing Motanamy! Our support team is committed to helping you succeed with our platform. Don't hesitate to reach out—we're here to help!

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