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Support

Before contacting support

Check the status page first:

https://status.frem.sh

Active incidents and maintenance windows are posted there. If the issue you are seeing matches an active incident, no action is needed from your side.

Subscribing to status updates

Two ways to be notified of incidents and maintenance windows without polling the page:

  • JSON status API: https://status.frem.sh/api/status-page/fremforge returns the current incident list, the maintenance list and every monitor grouped as the page shows them; https://status.frem.sh/api/status-page/heartbeat/fremforge returns the per-monitor heartbeat history. Both are unauthenticated and are what the status page itself reads.

  • Webhook subscription for your org: at Org admin → Webhooks → Destinations → Add a destination (/<org>/_admin/webhooks/destinations), point a webhook at your incident-handling endpoint and select status_incident in the events picker. Each Severity-1 incident affecting your org also triggers an email to the admin-of-record automatically per SLA §9, no setup needed for that channel.

    Each delivery POSTs the following JSON body to your endpoint, signed with HMAC-SHA256 in the X-Fremforge-Signature header:

    {
  "event": "status_incident",
  "incident_id": "aaaaaaaa-aaaa-4aaa-8aaa-000000000001",
  "monitor_id": 42,
  "monitor_name": "API (frem.sh/_app/healthz)",
  "status": "down",
  "heartbeat_status": 0,
  "message": "Timeout after 5s",
  "started_at": "2026-05-15T14:32:01.000Z"
}

    status is one of down (heartbeat_status=0), up (1), pending (2), maintenance (3), or unknown. incident_id is stable across retries, fremforge re-delivers the same incident_id on transient failures; use it for idempotent handling on your side.

The admin-of-record email contact is set at Org admin → Billing → Billing contact. Keep it current; fremverk’s incident notification commitment depends on reaching a working address.

Contact channels

PurposeContact
General supportsupport@frem.sh
Security vulnerabilitiessecurity@frem.sh, do not report publicly

Do not report security vulnerabilities via the general support address or publicly. See the Security page for responsible disclosure procedures.

Severity levels and support targets

This table restates SLA §10.1, which is the contractual text. If the two ever differ, the SLA applies.

SeverityDefinitionFirst responseWorkaroundResolution
P1, CriticalThe service, or a surface the SLA covers, is unavailable for all users or for all users of your org; no user of your org can authenticate; or your data is at risk of loss1 hour during business hours; best-effort outside4 business hours2 business days
P2, HighMajor functionality degraded or unavailable, for example hosted runners down or SSO failing for most users4 business hours2 business days10 business days
P3, MediumMinor issue or question: degraded performance, a single-user problem, anything non-blocking, or a question about using fremforge1 business day5 business days20 business days
P4, LowFeature requests, documentation3 business daysnonenone
  • First response is a reply from a person who has read your request, with the severity assigned and the next step.
  • Workaround means you can use the affected function again, in full or in a way support has described, or the service is restored.
  • Resolution means the cause is fixed, or your question is answered. If the cause is outside fremverk’s control or on your side, it means fremverk has done its part and told you what remains.
  • Workaround and resolution targets count business hours and business days from when your email is received. They pause while support waits for information it has asked you for.
  • The workaround and resolution targets apply from 3 November 2026, when SLA version 1.14 takes effect. The first-response targets apply now.

Classify your request by impact. If you are unsure, describe the scope of impact in the email and support will assign severity. You can ask for a different severity at any time.

Business hours

Support is available 09:00–17:00 Europe/Copenhagen, Monday to Friday, excluding Danish public holidays.

A P1 can be reported at any time, to the same address. Outside business hours its first response is best-effort. P2 to P4 requests sent outside business hours are triaged at the start of the next business day. Contracted 24/7 P1 response (1 hour, including weekends and Danish public holidays) is available from 2027-Q1 for Enterprise-on-Demand Subscriptions.

What to include in your email

Include the following to avoid back-and-forth:

  • Org slug: the <org> part of your fremforge URL
  • Affected users: username(s) or “all users in the org”
  • Steps to reproduce: what you did, what you expected to happen, what actually happened
  • Error messages: paste the full error text or attach a screenshot
  • Workflow run IDs: for CI issues, include the run URL (frem.sh/<org>/<repo>/actions/runs/<id>) or the run ID from the logs
  • Timestamps: when the issue started, whether it is ongoing or intermittent

The more context you provide in the first email, the faster support can respond.

Full SLA

The full SLA with uptime commitments, measurement methodology, and remedy credits is at:

https://www.frem.sh/legal/sla/

Cross-references