Ask the assistant
The Help button in the corner of every page opens the support assistant. It reads the product documentation - the platform guide, the REST API reference, the SDK guide, self-hosting - and answers with the passages it used, so you can check the source. It runs on the platform's own models. When your question is about your account, an invoice, a bug or anything the documentation does not cover, it offers to open a ticket with the conversation attached; signed-in users follow their tickets under Support in the portal and hear about every update by e-mail.
Before you ask
- Platform guide - authentication, routing, quotas, organizations, the dashboard.
- REST API reference - every endpoint with parameters, schemas and examples.
- Python guide and Python reference - the SDK and the
osrcommand line. - Self-hosting - the container image, environment variables and the Helm chart.
- Errors - what each status code means and which header to read (
Retry-After,X-Upgrade).
The search box in the header (Ctrl/Cmd + K) covers every documentation page, heading and API operation.
Open a support ticket
Signed-in users raise a concern under Support in the dashboard (or with POST /api/v1/support/tickets); signed out, sign in and you land on the ticket form. Every ticket gets a reference such as OSR-00042 that you can quote anywhere; a confirmation e-mail carries it, and you are e-mailed again whenever the support team answers or the status changes. The conversation itself lives on the ticket page, where you reply, reopen a resolved ticket or close it.
Bugs and feature requests
Open a ticket, or email support@opensmartroute.ai. Include the SDK or platform version (shown in the footer and in GET /api/v1/info), what you sent, what you expected and what came back. For a routing decision you disagree with, attach the request_id and the ranked part of the response; it contains the per-strategy breakdown that explains the choice. Signed-in users can also report a decision from its trace in Activity.
Account and billing
Plan changes, invoices and payment methods are handled in Plan and billing; payments go through Stripe and the receipt comes from there. Where you stand against the monthly quota is on the dashboard and in GET /api/v1/quota; on Pro and Team, requests beyond the quota are invoiced at the plan's overage rate, on Free they pause until the month rolls over. Lost API keys cannot be recovered - keys are stored hashed - so revoke the old one and create a new one under API keys. To close an account or have its data removed, use Delete account in Account, or write to the security address below from the email on the account.
Talk to sales
An annual agreement on the enterprise plan, a support agreement for the self-hosted package, a managed deployment, a pilot, or a routing audit of your current traffic all start on the contact page: you get a reference and a confirmation e-mail at once, and a reply within one business day. Everything else - a bug, an invoice, a question about your workspace - is faster through a support ticket.
What the plan adds: organization SSO, region pinning, custom quotas and retention, a 99.9% monthly availability target with service credits and support answered within 4 hours - measured, not promised: a workspace on the plan reads its own month against those commitments at GET /api/v1/sla and on Plan and billing. What each plan includes is on the pricing page.
Startups under two years old, open-source maintainers and educators can ask for a discount on the self-serve plans at support@opensmartroute.ai (subject Discount) - name the workspace and, for startups, the founding date.
Security
Do not report vulnerabilities in public. Email security@opensmartroute.ai. The security policy lists supported versions and what to expect after a report; the security model describes the guards, PII handling and audit trail.
Enterprise
The enterprise edition (tenants, statistics, hash-chained audit, organization SSO) is part of the open-source package and can be self-hosted at no cost. For a managed deployment, a pilot or a routing audit of your current traffic, talk to sales; the pricing page lists what each plan includes.
Service status
GET /healthz on the API answers 200 when the router is up, and GET /api/v1/info reports the edition, version and the executable targets of the deployment you are calling.
