SUP / 01
Product support
Installation, fleet configuration, upgrades, and runner incidents.
Email supportGround station / contact
A direct line to the person building it.
Tell us what happened, what you expected, and where the runner lifecycle stopped. We read every message; no guaranteed response time applies unless your order says otherwise.
BIL / 02
Billing & subscriptions
Orders, invoices, cancellation, plan scope, and refund requests.
Email billingSEC / 03
Security
Use the private reporting instructions. Please do not open a public issue.
Reporting guideUseful diagnostic context
greg.gordon.tucker@gmail.com
EnvironmentGondola version, AWS region, controller deployment mode, runner architecture, and capacity type.
Failure boundaryWhether the job queued, the instance launched, the runner registered, the job started, and the instance terminated.
Safe evidenceRelevant timestamps, health output, metric names, and redacted log excerpts. Never send AWS keys, GitHub tokens, or card details.
Self-service firstThe troubleshooting guide follows the same runner lifecycle used for support triage.