Support & Tickets

Built-in ticketing system with real-time chat, priority tracking, and support plans.

Overview

TarPit.pro includes a built-in support ticket system accessible from the Support Ticket page in the sidebar. Every tier gets access to support, response times vary by plan.

Creating a Ticket

Click New Ticket to open the ticket form. Fill in:

Category: Select the type of issue
Subject: Brief summary (max 200 characters)
Description: Detailed explanation of your issue (max 10,000 characters)
Priority: Low, Medium (default), or High

Ticket Categories

Category	When to Use
Bug Report	Something isn't working as expected
Feature Request	Suggest a new feature or improvement
Billing Question	Subscription, invoices, refunds, or payment issues
Security Issue	Report a security concern or vulnerability
Account Help	Login issues, team management, or account changes
Other	Anything that doesn't fit the above categories

Viewing Your Tickets

The support page shows all your tickets with status filters:

All: Every ticket you've submitted
Open: Tickets awaiting a support response
Replied: Tickets where support has responded
Closed: Resolved tickets

Each ticket shows its category badge, status, priority, subject, and a preview of the description. A pulsing New Reply badge appears when support has sent a new message you haven't read yet.

Real-Time Conversation

Click any ticket to expand it and see the full conversation. The ticket system uses WebSocket connections for real-time communication:

Live indicator: A green "Live" badge shows when the real-time connection is active
Instant messages: New replies appear immediately without refreshing
Typing indicator: See "Support is typing..." when an agent is composing a reply
Auto-reconnect: If the connection drops, it reconnects automatically

To reply, type your message in the text box at the bottom and press Enter to send. Use Shift+Enter for a new line. Messages can be up to 5,000 characters.

Ticket Lifecycle

Tickets follow a simple status flow:

You create ticket ──→ Status: Open
                           │
Support replies    ──→ Status: Replied
                           │
You reply back     ──→ Status: Open (re-opened)
                           │
Issue resolved     ──→ Status: Closed

Once a ticket is closed, you can no longer add replies. If the issue resurfaces, create a new ticket.

Priority Levels

Priority	Use When
Low	General questions, feature ideas, non-urgent feedback
Medium	Issues affecting your workflow but with a workaround (default)
High	Significant impact, service degradation, blocking issues

Support may adjust the priority after reviewing your ticket. A Seen badge indicates an agent has reviewed the ticket and the priority is confirmed.

Unread Tracking

The system tracks read state for both sides:

A New Reply badge appears on tickets with unread support messages
The sidebar shows a notification count for unread ticket replies
Opening a ticket automatically marks it as read

Response Times

Response times depend on your subscription tier:

Priority	Free	Starter	Pro
Critical	10 days	5 days	1 day
High	15 days	7 days	2 days
Medium	20 days	10 days	3 days
Low	25 days	15 days	5 days

Need faster response times? See Support Plans for Business and Enterprise add-ons with SLA guarantees.

Support Plans

In addition to the included support with each tier, premium support plans are available:

Business Support

10% of monthly billing (min €500)

4-hour critical response
24/7 ticket support
Prioritized queue
Root cause analysis
Onboarding assistance

Enterprise Support

30% of monthly billing (min €5,000)

1-hour critical response
Dedicated technical account manager
Monthly security reports
Infrastructure audit
Product roadmap access

Announcements

Platform announcements appear at the top of the support page (and in the sidebar). These include maintenance notices, feature updates, and important alerts. Announcements are color-coded by priority:

Low: General information and tips
Normal: Feature updates and improvements
High: Important notices requiring attention
Critical: Urgent alerts (outages, security notices)

Dismissible announcements can be hidden by clicking the X button. Dismissed state is saved per user.

Tips for Faster Resolution

Choose the right category

This routes your ticket to the right team and helps with prioritization.

Be specific in the subject

"SSH bans not working on port 2222" is better than "banning broken".

Include details

Server hostname, OS version, agent version, and steps to reproduce help us diagnose faster.

Attach logs if relevant

Run tarpit-pro logs -n 50 and include the output in your description.

Set the right priority

High priority is for blocking issues. Using it for general questions slows down everyone.

Account & Billing Configuration