Support
This page explains how to get help with SALLY, report issues, and request new features.
Self-Service Resources
Start with the documentation. Most questions about setup, authentication, route planning, and integrations are covered in these guides:
- Getting Started — Setup instructions and your first route
- API Reference — Endpoint documentation and response formats
- API Guides — Step-by-step walkthroughs for common tasks
- FAQ — Answers to common questions
- Glossary — Trucking and SALLY terminology
- API Playground — Test endpoints interactively with live requests
Reporting Bugs
Use GitHub Issues for bug reports.
When filing a bug, include:
- Environment — Staging or production, API version, browser and OS if frontend-related.
- Steps to reproduce — The exact sequence of actions that triggers the issue.
- Request details — HTTP method, endpoint, request body (sanitize sensitive data), and headers (exclude API keys).
- Response details — HTTP status code, response body, and error message.
- Expected vs. actual behavior — What you expected and what happened instead.
- Frequency — Whether the issue is consistent, intermittent, or a one-time occurrence.
Clear, reproducible reports are resolved significantly faster.
Requesting Features
Feature requests are also tracked through GitHub Issues. When submitting a request, describe:
- The use case or problem you are trying to solve.
- How the feature would fit into your workflow.
- Any constraints or requirements (regulatory, performance, compatibility).
The team evaluates feature requests based on business value, technical feasibility, number of requesting customers, and alignment with the product roadmap.
Security and Vulnerability Reports
If you discover a security vulnerability, report it privately. Do not post security issues publicly on GitHub or social media.
Contact: security@sally.appshore.in Include detailed steps to reproduce the vulnerability. Allow the team time to investigate and patch before any public disclosure.
Security reports receive a response within 24 hours.
Contact
| Channel | Use For |
|---|---|
| GitHub Issues | Bug reports, feature requests, technical questions |
| support@sally.appshore.in | Account issues, billing questions, access problems |
| security@sally.appshore.in | Security vulnerabilities and responsible disclosure |
Response Times
| Priority | Initial Response |
|---|---|
| Critical (production down) | 1-2 hours |
| High (staging issues, blocking bugs) | 4-8 hours |
| Normal (non-blocking bugs, questions) | 1-2 business days |
| Low (feature requests, suggestions) | 3-5 business days |
Before You Contact Us
- Check the FAQ for common questions.
- Search the documentation for relevant guides.
- Search GitHub Issues for similar reports.
- Gather error messages, status codes, and request IDs.
- Try reproducing the issue in the staging environment if possible.
The more context you provide upfront, the faster the team can help.