Getting help
How to get support for KNet Traces — where to look first, how to report a bug, and how to ask for a feature.
Start here when something is not working or you are not sure how a feature is meant to behave.
Check the documentation first
Most questions are answered in the KNet Traces documentation. It covers the core concepts, what each part of the product does, and how projects and access work.
Ask for help
If the docs did not unblock you, email support@knetai.com. A person reads it. You do not need to have diagnosed the problem first — "this looks wrong and I do not know why" is a perfectly good support request.
It helps if you include:
- the project or workspace you were in
- the page URL, or a trace ID if the question is about one request
- what you expected to happen, and what happened instead
Report a bug
Send bugs to support@knetai.com with:
- What happened — the actual behaviour, quoted or screenshotted
- What you expected instead
- Where — product area and page URL
- When it started — and whether it is every time or intermittent
Intermittent problems are worth reporting even when you cannot reproduce them. Say so explicitly and include a timestamp; that is usually enough to find the request in our own logs.
Request a feature
Send feature requests to support@knetai.com.
Describe the problem you are trying to solve rather than the solution you have in mind, and tell us how you work around it today. The workaround is often the most useful part — it shows us what the real constraint is, and the fix we land is frequently not the one that was asked for.
Something urgent or sensitive
If the issue involves a suspected security problem, do not include details in a normal support request. Email support@knetai.com and say that it is a security report; we will follow up with a private channel.