Multiple support channels are available depending on your needs and relationship with Digital Asset.
Free, community-driven support channels available to everyone.
Slack
The primary community channel for real-time discussion.
| Channel | Purpose |
|---|
| #gsf-global-synchronizer-appdev | Application development questions |
| #validator-operations | Validator operational discussions |
| #validator-operations-onboarding | New validator onboarding |
Forum
For longer-form technical discussions and searchable knowledge base.
URL: discuss.daml.com
Best for:
- Technical questions that benefit from detailed answers
- Discussions that should be searchable
- Topics that may help others with similar questions
GitHub
For bug reports, feature requests, and source code issues.
Discretionary Support
Best-effort support for the community.
Email: [email protected]
Response time: Best effort, typically within 48 hours
Includes:
- General questions
- Documentation clarifications
- Non-urgent issues
Enterprise Support
For organizations with support agreements.
SLA-Based Support
For enterprises with support contracts.
Email: [email protected]
Features:
- Guaranteed response times per SLA
- Priority handling
- Direct engineering escalation
- Dedicated support resources
To establish a support contract: Contact your Digital Asset account representative.
When to Use Which Channel
| Situation | Recommended Channel |
|---|
| Quick question | Slack |
| Complex technical discussion | Forum |
| Bug in open-source component | GitHub |
| Production issue (no SLA) | [email protected] |
| Production issue (with SLA) | [email protected] |
| Security vulnerability | [email protected] |
What to Include in Support Requests
For effective support, include:
For Development Issues
- Daml/Canton SDK version
- Code snippet or minimal reproduction
- Error messages (full stack trace)
- What you expected vs. what happened
For Operational Issues
| Information | Why Needed |
|---|
| Validator ID | Identify your node |
| Network | DevNet/TestNet/MainNet |
| Splice version | Determine compatibility |
| Infrastructure | Docker/K8s, cloud provider |
| Logs | Relevant error logs |
| Timeline | When the issue started |
Template
Environment:
- Network: [DevNet/TestNet/MainNet]
- Splice Version: [e.g., 0.5.4]
- Canton SDK Version: [e.g., 3.4.x]
- Deployment: [Docker Compose/Kubernetes]
- Cloud Provider: [AWS/GCP/Azure/On-prem]
Issue:
[Clear description of the problem]
Expected Behavior:
[What should happen]
Actual Behavior:
[What actually happens]
Steps to Reproduce:
1. ...
2. ...
Relevant Logs:
[Sanitized logs - remove secrets/keys]
Additional Context:
[Any other relevant information]
Always sanitize logs before sharing—remove private keys, JWTs, passwords, and other sensitive information.
Self-Service Resources
Before contacting support, check these resources:
| Resource | Content |
|---|
| FAQ | Common questions |
| Troubleshooting | Error solutions |
| Release Notes | Version changes |
| Documentation | Full documentation |
Mailing Lists
Subscribe to announcements and updates:
URL: lists.sync.global
| List | Content |
|---|
| Announcements | Network announcements, upgrades |
| Improvements | Feature updates, changes |
| Tokenomics | Economic parameter updates |
Office Hours
The community holds regular office hours for:
- New developer onboarding
- Technical deep dives
- Q&A sessions
Check canton.network for scheduled events. 
