Support

Quick triage

Pick the channel that matches your issue — using the right one is the fastest path to a fix.

In-product support

Logged-in users can file a ticket from Dashboard → Support. Tickets carry your user + team metadata automatically, which helps us trace incidents to specific accounts. Categories: technical, billing, account, other.

GitHub

Open-source surface — the SDKs (grotte on npm + PyPI) and the CLI (@grotte/cli) live at:

• parallactic-ai/grotte-sdk — bug reports, PRs, discussions

When opening an issue, please include:

• The version of the package — grotte --version or pip show grotte
• Your platform (OS + Node version + Python version)
• A minimal reproduction (or, for build issues, the full grotte template create --no-cache output)

We triage with the canonical labels documented in the repo's docs/agents/triage-labels.md (needs-triage, needs-info, ready-for-agent, ready-for-human, wontfix). New issues land as needs-triage and get a first response within ~2 working days.

Security

For vulnerabilities — do not file a public GitHub issue. Email security@parallactic.fr with:

• A clear description of the issue
• Reproduction steps or a proof-of-concept
• The affected package + version

We aim to acknowledge within 48 hours and ship a fix within 7 days for high-severity issues. We don't operate a paid bug bounty yet but will publicly credit reporters who request it.

Status + incident history

Live status: status.grotte.parallactic.fr. For an incident in progress, the status page is the single source of truth — please check it before opening a ticket about a sandbox not starting or the dashboard not loading.

Region + sovereignty

GROTTE runs in Scaleway fr-par (Paris). Data stays in the EU (France, eu-west-3 for Supabase auth, fr-par for the API and sandbox compute). If your compliance requires specific residency guarantees beyond "EU", reach out before signing — we can document the exact region matrix for your DPA.