Support
Where to reach us, and what to include so the first reply is the useful one.
Three doors, and picking the right one is most of the wait:
| Situation | Where |
|---|---|
| An attack is happening right now | terabit.io/under-attack — goes straight to the mitigation team, and needs no account |
| Anything about a service you already have | support.terabit.io — a ticket against your account, staffed around the clock |
| Sales, capacity, partnerships | terabit.io/contact — routed by topic |
A ticket opened at support.terabit.io is attached to your account, so whoever
picks it up can see your services and addresses without asking you to prove they
are yours. That is worth the login.
Asking for API access
Attack history and firewall are enabled per organisation. Open a ticket, name the flag you need — Attack History API or Firewall API — and say what you intend to build. See Activation.
What to include
The first reply is either an answer or a request for the thing you left out. What saves a round trip:
| When | What to send |
|---|---|
| Always | The IP address or prefix, and timestamps in UTC (or with the offset stated) |
| Always | What you expected, and what happened instead — separately |
| For an API problem | The method and path, the status code, and the response body verbatim |
| For an API problem | The name of the key, from Organisation → API keys |
| For a firewall problem | The rule ids or filter keys involved |
| For a traffic problem | Source addresses and destination ports, and a capture if you have one |
"It broke this afternoon" costs a day. An address and a five-minute window in UTC usually gets an answer in the first reply.
Never send an API key, a password, or a webhook URL — not in a ticket, not in a screenshot, not in a Discord channel. Staff never need your key to investigate anything. If one has been shared anywhere, revoke it under Organisation → API keys and issue a new one; see Authentication.
Before you open a ticket
Troubleshooting covers the symptoms that turn out to have the
same handful of causes — a change that has not propagated yet, a filter on the
wrong port, a firewall group putting back a rule you deleted, or a 404 that
means "not yours" rather than "does not exist".