Product support
Installation, fleet configuration, upgrades, and runner incidents.
Email supportContact and support
A direct line to the person building it.
Tell us what happened, what you expected, and where the job stopped.
Billing & subscriptions
Orders, invoices, cancellation, plan scope, and refund requests.
Email billingSecurity
Use the private reporting instructions. Please do not open a public issue.
Reporting guideCoverage and response targets
Monday through Friday, 10:00 a.m. to 5:00 p.m. Eastern Time, excluding Canadian federal and Quebec statutory holidays.
Enterprise
Initial response within one business day.
Business and billing
Initial response within two business days.
Security and critical operation
Acknowledgement within one business day.
Hobby
documentation and best-effort email assistance; no guaranteed response time.
Targets measure the first human response during coverage hours, not time to resolution. There is no after-hours monitoring or 24/7 emergency service unless an order expressly adds it.
What to include
support@gondola.build
EnvironmentGondola version, AWS region, controller deployment mode, runner architecture, and capacity type.
Where it failedWhether the job queued, the instance launched, the runner registered, the job started, and the instance terminated.
Logs and diagnosticsRelevant timestamps, health output, metric names, and redacted log excerpts. Never send AWS keys, GitHub tokens, or card details.
Troubleshooting guideThe guided troubleshooting and email checklist follows the same runner lifecycle used for support triage.