Support
Operational questions, license fingerprints, and product feedback — not a ticket theatre.
Start with docs deep links from Help. For activation issues, include the install fingerprint from Settings → License. Design partners retain a bi-weekly call path; public email covers Community and Pro pilots.
How to get help
Search Help deep links / docs FAQ for the topic ID from the app.
If license-related: copy install fingerprint from Settings → License (no DSN).
Email support or use the short form below — subject + redacted context.
Design partners: keep the bi-weekly call; public path covers Community and Pro pilots.
Include install fingerprint from Settings → License when asking about activation or revoke.
Help deep links: connect.direct · ops.safe · license.offline · download
FAQ
What stays free on Community vs what needs Pro?
Community covers basic health and confirmed switchover for ≤3 clusters (Direct + SSH). Pro unlocks unlimited clusters, Kubernetes, full ops, alerts, longer retention, and AI playbooks. We do not dark-pattern Community into a countdown.
How do I Buy Pro or activate a license?
Prefer Buy Pro inside Concord (Settings → License) so the install_id binds correctly. Web /pricing checkout also issues a signed license for the app. Partners may receive an activation key or offline SignedLicense JSON.
Does Concord work air-gapped / offline?
Yes for day-2 ops: the desktop is local-first. Licenses can be pasted as SignedLicense (Partners / invoice path). Online sync has a 14-day grace after expiry when the last sync was recent.
What analytics do you collect?
Two contours: web events only after cookie consent; product usage only after in-app opt-in. No DSNs or hostnames in flushes. See Privacy on the site.
What are the macOS requirements?
Notarized DMG for macOS 13+. First 15 minutes: install → Welcome wizard → Test → Save → Overview. Validate against a non-production REST endpoint before production mutate.
How do I get support?
Use the /support form, in-app Feedback, or email [email protected]. Soft G1 SLA: first response within two business days (solo ops). Include a redacted fingerprint / install id — never paste secrets.
Is Kubernetes discovery a Pro feature?
Yes. Community uses Direct and SSH. Hitting the K8s path shows a Buy Pro CTA in Settings → License (and on the site pricing page).