Support And Help
AppTego support is built around three paths: self-service documentation, AI-assisted help, and support tickets for issues that need tenant-specific investigation.
Use self-service docs when you need product guidance, Tego Assistant when you need quick AppTego answers, and support tickets when AppTego staff need to inspect a build, account, billing, or production rollout issue.
Self-Service Documentation
AppTego public documentation covers onboarding, security controls, builds, CI/CD, APIs, troubleshooting, and portal administration. Documentation is available to all plan tiers and is updated alongside platform releases.
The portal Documents section is for legal, privacy, security, and tenant-specific documents rather than general help articles.
Start with:
| Need | Best place to start |
|---|---|
| Product orientation | Getting Started |
| Control selection | Security Controls |
| Build issues | Troubleshooting |
| Automation | CI/CD Integration and Automation API |
Tego Assistant And AI Search
All tenants can use Tego Assistant for fast answers across AppTego documentation and platform usage. AI Search is available to Team and Enterprise tenants in supported log views. Both features are read-only: they can explain, search, and summarize, but they cannot change tenant configuration on your behalf.
Use Tego Assistant for questions such as:
- How do I enable certificate pinning?
- Which controls should I start with for a banking app?
- Why did a protected build fail?
- Where can I review root detections from Android devices?
For issues that require AppTego staff investigation, create a support ticket instead.
Support Tickets
Support tickets are available to Team and Enterprise tenants for build failures, account issues, billing questions, production rollout concerns, and tenant-specific investigations. Free tenants do not have access to portal support tickets.
Create A Ticket
- Open Support in the portal.
- Select New Ticket.
- Enter a concise subject.
- Describe the expected behavior, actual behavior, and steps to reproduce.
- Add tenant, environment, build, device, or API details where relevant.
- Attach PNG or JPEG screenshots if they help explain the issue.
- Submit the ticket.
What To Include
| Issue type | Helpful details |
|---|---|
| Build failure | App name, platform, environment, build ID, source artifact type, signing mode, and full build log. |
| Control behavior | Control name, response action, environment, app version, device model, OS version, and timestamp. |
| Portal issue | Tenant name, user email, page, browser, screenshot, and approximate time. |
| API or CI/CD issue | Endpoint or integration, request ID if available, sanitized workflow logs, and automation key scope. |
| Billing or subscription | Tenant name, plan, invoice or checkout context, and requested change. |
Ticket Statuses
| Status | Meaning |
|---|---|
| Reported | Ticket submitted. |
| With Support | AppTego is investigating or preparing a response. |
| For Customer Response | AppTego needs additional information from you. |
| Resolved | The issue has been addressed. |
Add a comment to continue the conversation if more help is needed.
Ticket Limits
| Limit | Value |
|---|---|
| Active tickets | Up to 10 non-resolved tickets per tenant. |
| Comments | Up to 20 comments per ticket. |
| Subject | Up to 200 characters. |
| Description | Up to 5,000 characters. |
| Comment body | Up to 5,000 characters. |
| Attachments | PNG or JPEG images only, up to 5 MB each. |
Response Expectations
| Plan | Initial response target | Support priority |
|---|---|---|
| Team | Within 1 business day | Standard |
| Enterprise | Within 4 business hours | Priority |
Response targets apply to normal support operations. Critical production incidents should include impact, affected app, affected environment, affected users, release deadlines, and any active mitigation already attempted.
Response targets are operational targets, not guaranteed service levels unless your commercial agreement states otherwise.