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Support

Contact us for sales inquiries, upgrades, new customer onboarding, or general questions.

Open a ticket​

There are several ways to create support tickets, track existing ones, and access support resources:

Email​

Send an email to support@upbound.io at any time. If you already have an account with us, you can view this ticket via the customer portal by logging in.

Pylon Customer Portal​

Access the customer portal at portal.usepylon.com/upbound to:

  • Create tickets
  • Track existing cases
  • Access support resources

Private Slack Channel​

Available on the Business Critical Tier. Once onboarded, conversations can be turned into tickets by tagging @pylon or using the 🎫 emoji. Comments on the thread will be synced with the ticket on Pylon.

Knowledge Base​

Browse our comprehensive knowledge base at help.upbound.io for:

  • Self-service documentation
  • Troubleshooting guides
  • Frequently asked questions

About our knowledge base​

Our knowledge base serves as a fast-moving complement to our product documentation. Knowledge articles are created quickly, revised by our team members, and immediately visible to help solve customer problems that may not be covered in our main documentation.

While our product docs focus on architecture, getting started guides, and reference materials, the knowledge base covers troubleshooting, workarounds, and edge cases. This knowledge can flow back into our main documentation over time, but the knowledge base allows us to provide immediate help when customers need it most.