Live Proof Metrics

Data source: public telemetry aggregates and operational snapshots

Updated Mon, Mar 9, 2026 12:12 PM

Guilds Managed

Permission-scoped managed guild footprint.

Cadence: daily

Monthly Events Processed

Audit, runtime, and billing-adjacent event processing.

Cadence: daily

30d Uptime

0.00%

Public dashboard and runtime service availability.

Cadence: hourly

Median Incident Detection

No data

Median time from incident start to first detection.

Cadence: daily

Support

Support built for live Discord guild operations

Genesis Support helps with setup, security, configuration rollouts, bot runtime behavior, analytics interpretation, and billing outcomes. You get clear guidance whether you are brand new or running high-volume guild operations.

Choose the fastest support path

User-focused support

Not sure where to start? Send one sentence describing the issue and your guild ID. Support will triage the rest and guide you to resolution.

I am setting up Genesis

New users

Account setup, Discord link, first guild sync, and first bot feature activation.

Guided setup response in one thread

A guild feature is not working

Guild owners and managers

Policy packs, staged rollout checks, plugin behavior, and runtime mismatch troubleshooting.

Configuration + runtime diagnosis with next-step actions

Billing or feature access looks wrong

Subscription owners

Invoices, payment retries, entitlement previews, proration, and service-at-risk state.

Billing and entitlement reconciliation summary

We are in a live incident

Production guild operations

Degraded runtime, failed automations, stale telemetry, or high-risk alert escalation.

Incident triage and stabilization guidance

Contact channels

Pick the channel that matches your issue speed and context depth.

Email support

Best for account recovery, billing reviews, rollout guidance, and detailed multi-step issues.

Email support@genesisdashboard.app

Discord community support

Best for quick setup questions, plugin examples, and workflow recommendations.

Community chat is being finalized. Use email support for immediate assistance.

Live incident updates

For active disruptions, monitor platform status first and include incident context when opening support.

Open Status Page

Published support SLA targets

Coverage: 24x7 incident intake.

Under 30 min

Active production incident or major outage.

Under 4 hours

Workflow degradation affecting users or billing availability.

Under 1 business day

Guidance, planning, and optimization requests.

Channel chooser by issue type

Select your issue type to get the fastest recommended channel.

Recommended: Email support

Best for detailed context, account issues, billing mismatches, and policy-impact troubleshooting.

Email support@genesisdashboard.app

Recommended: Discord community support

Best for quick setup and product usage questions.

Discord link is not configured yet. Use email support for immediate assistance.

Recommended: Check status first, then open support

Include current status summary and incident context in your request for faster triage.

Open Status Page

Response priorities

First response target: under 30 minutes

Active production disruption, severe runtime failures, or entitlement enforcement outages.

First response target: under 4 hours

Configuration mismatches, billing-impacting access issues, or degraded workflow execution.

First response target: under 1 business day

Setup questions, optimization guidance, feature advice, and planning requests.

Include this in your request

Guild ID or server name where the issue appears.
What changed recently (settings, plugin activation, billing update).
What you expected vs what the bot currently does.
Approximate time the issue started and screenshots if available.
Any error text, alert ID, or request ID shown in Genesis.
Whether the issue affects one guild or multiple guilds.

Support coverage across Genesis

Support is organized around what users do most: secure access, configure guilds, run reliable bot features, and keep billing predictable.

Support Surface	Capabilities	How Support Helps	Example Request
Account and Security	Passkey-first sign-in, trusted devices, active session controls, and recovery hardening.	Sign-in risk review, lockout recovery path, and policy tuning guidance.	A new device challenge blocks sign-in and you need a secure recovery flow.
Guild Configuration and Rollout	Draft -> review -> staged rollout -> full apply, policy packs, visual diff, and rollback.	Change preview review, rollout sequencing guidance, and post-change validation.	You want to stage moderation policy to one guild before full rollout.
Bot Runtime and Diagnostics	Live latency, sync lag, check integrity, shard health, and guild runtime status.	Telemetry interpretation, runtime trace guidance, and remediation sequencing.	Commands are slow in one guild and you need root-cause isolation quickly.
Billing and Entitlements	Self-serve billing center, invoices, tax/VAT profile, retries, seat transfer, and dunning state.	Entitlement-impact explanation, payment recovery options, and renewal risk guidance.	A failed payment changed plugin access and you need service restoration guidance.
Analytics and Health Guidance	Guild health score, activation guidance, plugin usage outcomes, and trend dashboards.	Metric interpretation, signal drill-down, and optimization recommendations.	Health score dropped and you need a prioritized remediation checklist.
Collaboration and Audit	Runbooks, operator notes, change approvals, timeline review, and signed audit export packs.	Incident reconstruction support and evidence-ready reporting guidance.	You need a complete change-and-incident timeline for a stakeholder review.

What happens after you contact support

1. Intake and triage

Support validates severity, affected guild scope, and immediate risk.

2. Context alignment

We map your report to configuration history, runtime diagnostics, and billing state.

3. Action plan

You receive a clear remediation plan with exact next actions and expected outcomes.

4. Verification

We confirm behavior in live telemetry and close only after expected behavior is restored.

Example support requests

Use any style that is comfortable for you. These examples show the level of detail that helps support move faster.

"Our welcome workflow stopped running after we rolled out a new policy pack. Can you help us compare staged vs live behavior?"
"We changed plans and now one plugin is limited. Can you explain entitlement impact and the fastest way to restore access?"
"One guild has high command latency while others are healthy. Which runtime signals should we check first?"
"We need an incident summary with timeline and audit evidence for leadership review."

Minimum required intake template

Copy this structure into your message for faster triage.

Guild ID / Server Name:
Issue Severity (P1/P2/P3):
What changed recently:
Expected behavior:
Observed behavior:
When issue started (UTC):
Screenshots / Error text / Alert IDs:

Try self-help first

Most setup and runtime questions can be resolved quickly with product guides, examples, and live status context before opening a ticket.

Product Tour Workflow Guide Security Guide Plugins Guide Pricing & Billing Status Page Docs Hub

Support FAQ

Support channel and response workflow quick answers.

Which channel should I use first?

Use email for account, billing, and incident-heavy context. Use Discord for quick setup and feature guidance.

Category: channels

How can I speed up support resolution?

Use the intake template with guild ID, timeline, and expected vs actual behavior.

Category: intake

What if our issue is already on the status page?

Reference the incident details in your request so support can focus on your guild-specific impact.

Category: incident