# Support

> Contacting support, what to include in a message, and feature requests.

## Contacting support

Write to [support@sanelog.com](mailto:support@sanelog.com). A person reads every message.

### What to include

The more of the following you can give us, the faster we can help:

- **Your account name.** It is shown under your name at the right of the top bar.
- **What you expected and what happened**, in a sentence or two.
- **When it happened**, as a time in your timezone or as a link. Every alert notification links to its incident. In the Log Explorer, after you move to a moment with **Go to time** or a click on the volume strip, the page's address carries that moment and can be copied as a link.
- **The source and program**, if the question is about particular events.
- **A screenshot**, if the question is about something on screen.

### Logs not arriving

If a sender's logs are not showing up, tell us:

- The source's hostname.
- How it sends: syslog over TLS, plain TCP or UDP, or HTTPS.
- Whether the source's page shows anything under **Dropped events (last 24 hours)**.

For syslog, the sender's configuration file is the most useful thing to attach.

Before writing, check whether the sender is listed as **Pending** under **Senders waiting for approval** on the **All sources** page. Until a pending source is approved, its lines are left out of filters, alerts and the Log Explorer's **All sources** view. [Approving senders](https://app.sanelog.com/docs/sending-logs.md#approving-senders), [Syslog](https://app.sanelog.com/docs/sending-logs.md#syslog) and [Config sets](https://app.sanelog.com/docs/sending-logs.md#config-sets) cover the usual reasons logs do not appear.

### Security

If you believe you have found a security issue, write to the same address with "security" in the subject, and we will reply as a priority.

Leave the exploit details out of the first message. We will arrange a private channel for them.

### Feature requests

We read them all. Tell us what you are trying to do, not only the feature you have in mind, since a problem can often be solved in more than one way.

For a short idea, **Got an idea?** in the sidebar sends up to 500 characters to the same address from any page, together with your name, email address and account and the page you were on.