# Get help + troubleshooting

If you need a hand setting up UltiHash, or have any other questions, please [send a support ticket to support@ultihash.io](mailto:support@ultihash.io) - we'll get back to you within one business day. In your ticket, please include your Customer ID, which you can find on your [Dashboard](https://www.ultihash.io/user/dashboard).\
\
You can also join our [Discord community](https://ultihash.io/community) and get help from other users as well as UltiHash community managers.

## Support Tiers

UltiHash Team provides support for both Freemium and Premium users. The details of the available support levels for each tier are described below:

**Freemium Tier**\
For users of the Freemium tier, support is available via email at [support@ultihash.io](https://www.ultihash.io/terms-of-service#). While we aim to respond to all inquiries, no specific response times are guaranteed, and support is provided on a best-effort basis.\
Additionally, community support is available via the UltiHash Discord server, where both users and team members may be present and contribute to resolving questions or issues.

**Premium Tier**\
The UltiHash team provides the following level of support for Customers of the Premium tier:\
Our support team is available Monday through Friday, from 9:00 AM to 5:00 PM CET, via dedicated channels (e.g., Slack or Microsoft Teams) and email.\
The email address for support requests is: <support@ultihash.io>.\
We ensure timely and efficient support for all inquiries related to the Software, including but not limited to technical issues, configuration assistance, and general usage guidance.

***

## Service Level Agreements

* UltiHash Self Hosted (incl. AWS Marketplace customers): <https://www.ultihash.io/premium-sla>
* UltiHash Serverless: <https://www.ultihash.io/serverless-sla>

***

## Troubleshooting tips for frequent issues

<details>

<summary>Helm chart install or upgrade failure</summary>

**Symptoms:**

* `helm install` or `helm upgrade` hangs or returns an error
* Application pods do not start
* Helm status is stuck at `pending-install` or `failed`

**Steps to resolve:**

* **Inspect the Helm release status:**

  ```bash
  helm status <release_name> -n <namespace>
  ```
* **Check for resource creation errors or pending pods:**

  ```bash
  kubectl get pods -n <namespace>
  ```
* **Describe a failing pod to view events and errors:**

  ```bash
  kubectl describe pod <pod_name> -n <namespace>
  ```
* **Debug with Helm’s dry run mode:**

  ```bash
  helm upgrade <release_name> oci://registry.ultihash.io/stable/ultihash-cluster \
    -n <namespace> --dry-run --values values.yaml --debug
  ```
* After the issue has been found and eliminated, process with install or upgrade further.

**Recommendation:** Always use `--dry-run` and `--debug` to validate changes before applying them in production.

</details>

<details>

<summary>Missing or incorrect values in values.yaml</summary>

**Symptoms:**

* Helm fails with a rendering error
* Application fails at runtime due to missing config (e.g., secrets, ports, env vars)

**Steps to resolve:**

* **Compare your values file with the chart defaults:**

  ```
  helm show values oci://registry.ultihash.io/stable/ultihash-cluster
  ```
* **Test the rendered templates locally:**

  ```
  helm template <your_release_name> oci://registry.ultihash.io/stable/ultihash-cluster --values <your_values.yaml>
  ```
* **Reapply the corrected configuration:**

  ```
  helm upgrade <release_name> oci://registry.ultihash.io/stable/ultihash-cluster \
    -n <namespace> --values <your_values.yaml>
  ```

**Recommendation:** Use a version-controlled values file and validate changes in a staging environment before rolling out to production.

#### 3. Application pods stuck in `CrashLoopBackOff` or `ImagePullBackOff`

**Purpose:** Diagnose runtime pod failures due to misconfiguration or image issues.

**Symptoms:**

* Pods keep restarting or cannot pull the container image

**Steps to resolve:**

* **Inspect the pod state:**

  ```
  kubectl get pods -n <namespace>
  ```
* **Check the logs of the failing pod:**

  ```
  kubectl logs <pod_name> -n <namespace>
  ```
* **Correct the config causing failure, then upgrade:**

  ```
  helm upgrade <release_name> oci://registry.ultihash.io/stable/ultihash-cluster \
    -n <namespace> --values <your_values.yaml>
  ```

**Recommendation:** Ensure that image repositories are accessible and secrets for private registries are correctly configured in the cluster.

</details>


---

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