Support Handbook

Customer Support

Email

Emails to hello@meltano.com forward to Zendesk so they can be triaged, assigned, and managed.

Responsible Disclosure of Security Vulnerabilities

Emails to security@meltano.com also forward to Zendesk, and are automatically assigned to the Security group, which includes all current team members. As documented in our Responsible Disclosure Policy, we will acknowledge receipt of a vulnerability report the next business day and strive to send the reporter regular updates about our progress.

Intercom Live Chat

The Meltano.com website is set up with live chat powered by Intercom.

Internal Support

We want to make sure that all user inquiries are replied to. The #support private Slack channel is where Meltano team members can request support from the wider team. If you see a support request that needs assist, please share the relevant Slack thread in this channel.