We rely on customer bug reports to find issues we have not seen in our own testing. A few details up front cut hours off the investigation.
Where to send it
Email support@isokron.ai with the workspace owner's email or any workspace member you trust. Include the workspace slug in the subject if you can — it shaves a question off the back-and-forth.
What helps us most
- The run ID. If the bug is in a specific compilation, the run ID is in the URL when viewing the Architect's Ledger:
/<workspace>/runs/<run-id>. - What you expected vs what you got. A short before-and-after description (or a screenshot of the Ledger) makes the difference between "we will look" and "we have a fix in progress."
- Whether it is reproducible. If a single re-run of the same input usually succeeds, that is a flake-class bug, often vendor-side. If it fails consistently, that is much easier for us to chase.
- Recent changes on your side. A new BYOK key, a new fleet runtime, an updated Knowledge Pack — environmental changes are common root causes.
What we do
- Acknowledge the report (usually within the same business day).
- Pull the relevant Architect's Ledger entries, audit log events, and traces. Read-only.
- If we cannot reproduce from the data we have, we ask you for a minimal reproducer (see Reproducing issues).
- If we still cannot reproduce, we use operator-impersonation into your workspace. This always shows up as an entry in your audit log (Settings → Audit log) with the support-ticket ID as the reason — so you can see exactly when and why we entered.
- We file the bug internally, share an ETA, and update you when a fix ships.
Severity and response time
We do not have a contractual SLA pre-launch. Practically:
- Sev 1 — production data corruption, security incident, or platform-wide outage: immediate response, even out of hours.
- Sev 2 — workflow blocker for your workspace (no compilation possible): same business day.
- Sev 3 — bug with a workaround: within two business days.
If your bug is sev 1, please say so explicitly in the subject line — it routes to the on-call inbox.
Security issues
For suspected security issues, please use security@isokron.ai rather than the general support inbox. Coordinated disclosure is appreciated; we will acknowledge within one business day.
Paired with the SR-BUG-001 customer-support flow.