Getting help

If something isn't working or you have a question the docs don't answer, write to us. SutramX is run by a small team, so the reply will come from someone who works on the product.

Before you write in#

Many questions are already answered here:

• FAQ: plans, alerts, monitors, billing and accounts.
• Troubleshooting: false alarms, missing alerts, blocked checks and sign-in problems.
• Platform status at https://status.sutramx.com. It shows whether SutramX's own services are working. Check it first if many monitors changed state at once or the dashboard won't load.

Contact support#

There are two ways to reach the team. Which ones you have depends on your plan:

Support follows the plan of the workspace you have open (the Active workspace in the sidebar).

Email support (every plan)#

Open Help & support in the sidebar's Account group (https://app.sutramx.com/dashboard/support). The page starts with a search of these docs, setup guides and the FAQ; many questions are answered there. To write to us, scroll to Still need help? and choose Email support. Enter a Subject (articles that may answer it appear under it as you type), pick a Topic and describe the problem in Message. Tick This is blocking production monitoring if it is, then select Send email. Your message goes to the support team, and a person replies by email to your account address. Reply to that email to continue the conversation.

You can also email support@sutramx.com directly. Send it from the email address you sign in with. That lets us find your workspace quickly and confirm you're allowed to make changes to it.

Support tickets (Starter, Growth and Pro)#

On Help & support, choose Support tickets and fill in the same form, then select Open ticket. Each ticket gets a number and a status (Open, Awaiting your reply or Resolved). Replies arrive by email and on the page under Your tickets, where you can add a reply or select Mark as resolved. Replying to a resolved ticket reopens it.

On Pro, tickets are answered ahead of the standard queue: a new ticket starts at high priority, or urgent when you tick This is blocking production monitoring.

If you move to a plan without tickets, your existing tickets stay on the page and you can still reply to them. New requests go through Email support.

You can also find every contact address on the contact page at https://sutramx.com/contact.

What to include in a support request#

The more of this you include, the faster we can help:

• Your account email and the workspace name. With several workspaces, say which one; it's shown in Active workspace in the sidebar.
• The monitor: its name, and ideally the link to its page in the dashboard (https://app.sutramx.com/dashboard/<monitor-id>).
• The incident, if there is one: the link to the incident page.
• When it happened: date, time and time zone.
• What you expected and what happened instead. For example: "The monitor says Down but the site loads in my browser."
• Error details: the error message and status code from the monitor's Check history, and which locations reported it.
• Steps to reproduce for dashboard problems, plus your browser and the exact error text on screen.
• For alert problems: the channel (for example Slack or SMS) and whether Send test on Alerts → Channels & API works.
• For billing questions: your plan, the invoice number from Payment history on Plans & billing → Billing, and whether you pay in USD or INR.

Report a security vulnerability#

Report security issues privately to security@sutramx.com, not in a public issue or forum. Include enough detail for us to reproduce the problem, and give us a reasonable window to fix it before you disclose it publicly. We will acknowledge your report and keep you updated.

A PGP key is available on request. SutramX doesn't currently run a paid bug bounty programme.

The security page at https://sutramx.com/security explains how SutramX protects your data.

Report abuse or unexpected checks#

If you see requests from the SutramX-Monitor user agent that you didn't expect, email abuse@sutramx.com with the target URL. Do the same if you think someone is monitoring a service they don't own, and we will investigate.

To allowlist or block SutramX checks, use the user agent and IP addresses listed at https://sutramx.com/bot.