Getting Support
WebStream support runs through the Support Board — a public discussion forum with a private ticketing system built in — backed by an email address for anything that does not belong in a public thread. This page explains where to post, and what level of response to expect.
The Support Board
The Support Board lives at /support/. It is organised into tabs, and the tab controls who can see a thread.
| Tab | Visibility | Use it for |
|---|---|---|
| Announcements | Public — readable without signing in. | Release news, maintenance notices, and product updates from the WebStream team. |
| Community | Registered — visible to signed-in portal users. | Public discussion: how-to questions, configuration tips, and shared knowledge. Other customers can see and answer these. |
| My Tickets | Private — only you and the support team. | Account-specific or sensitive issues you do not want other customers to see. |
| My Threads | Private to you. | A quick view of every thread you have started, across categories. |
You can read Announcements without an account. To post in the Community, open a private ticket, or reply to a thread, sign in with your portal account — see Portal Sign-In & Security.
Categories
Every thread is filed under a category so it reaches the right people and is easy to search:
- General — questions that do not fit elsewhere.
- Bug Report — something is not working as documented.
- Feature Request — ideas and enhancements.
- Billing — licences, invoices, and subscription questions.
- Deployment — installation, infrastructure, and upgrades.
- Security — security questions and disclosures.
Posting a good thread
- Choose the right tab. Use Community for anything others might benefit from; use My Tickets for account details, licence keys, or logs you would rather keep private.
- Pick a category and write a clear title.
- Add detail. Threads and replies support Markdown, so you can format steps, logs, and code blocks.
- Reference the manual. Every manual page has a stable Doc ID at its foot (for example,
ACP-SP-002). Quoting it lets the support team point you straight back to the relevant topic.
Email support
For anything that does not belong on the board — or if you cannot sign in — email support@webstream-acp.com. This is also the address for billing and privacy enquiries.
Support is provided on a best-effort basis. There is no service-level agreement (SLA) while you are running WebStream Core for evaluation, or while a licence is in a grace period after it has lapsed. The community forum and email are answered as time allows, not against a guaranteed response time. Grace and evaluation states are explained in Licence Activation.
For production issues on an active commercial licence, open a thread under My Tickets rather than Community so licence keys, logs, and account details stay private.