Support
Hermes SEG offers community support through public channels for all users,
plus direct vendor support for Pro license holders. Pick the channel that
matches your need.
Community channels (free)
Anyone can use these channels regardless of edition. Response times vary
and depend on volunteer availability — most questions get a useful
reply within a day or two.
GitHub Discussions
Long-form questions, configuration help, “how do I…” topics. Searchable
and visible to everyone — your question helps the next person too.
Matrix
Real-time chat for quicker questions and casual conversation. Bridged
with multiple Matrix clients; works from Element, FluffyChat, and others.
Telegram
Same audience as Matrix, different client. Some users prefer Telegram’s
mobile experience — both rooms are equally active.
Bug reports
Found a bug? Open an issue on GitHub. Include your Hermes version
(Admin Console → Home), the steps to reproduce, and any relevant log
excerpts. We triage issues on a regular cadence.
Paid support (Pro license holders)
If you’ve purchased Hermes SEG Pro with the support
bundle, or if you’ve purchased individual support incidents, open a ticket
on our helpdesk. Tickets are answered directly by Deeztek engineers.
Have your license serial ready when you open the ticket — we use
it to verify entitlement and route the request.
Documentation
Most questions are answered in the administrator guide before they need to
become a support ticket. The docs cover installation, configuration of every
Hermes subsystem, and troubleshooting workflows.
Support terms & conditions
Before opening a paid ticket, please review our
Support Terms & Conditions
— it covers what counts as a support incident, what’s not in scope
(DNS issues, hardware failures, etc.), incident lifecycle, and channels
per license tier.