Getting Support¶

Guide to getting help with Mailborder issues.

Before Requesting Support¶

Run Diagnostics¶

System health check:

sudo mb-doctor > /tmp/diagnostic-report.txt

Check logs:

sudo tail -n 100 /var/log/mailborder/mailborder.log > /tmp/recent-logs.txt
sudo journalctl -u mb-rpcd -n 100 >> /tmp/recent-logs.txt

System information:

sudo mb-status --version > /tmp/system-info.txt
lsb_release -a >> /tmp/system-info.txt
uname -a >> /tmp/system-info.txt

Gather Information¶

What to collect:

Error messages - Exact error text
Steps to reproduce - How to trigger the issue
Recent changes - What changed before the problem
Log excerpts - Relevant log entries
Diagnostic report - Output of mb-doctor
System info - OS version, Mailborder version
Configuration - Relevant settings (sanitize sensitive data)

Try Common Solutions¶

Check documentation: - Common Issues - Service Start Issues - Email Not Processing - Web Interface Issues - Performance Issues

Search known issues:

# Check if others have reported similar issues
# (When community forums are available)

Support Channels¶

Documentation¶

Official docs:

https://docs.mailborder.com

Browse topics: - Installation & Setup - Configuration - Troubleshooting - Email Security - Services - Reference

Community Forums¶

(To be established)

Before posting: 1. Search for existing solutions 2. Provide detailed information 3. Include diagnostic report 4. Be specific about the issue

Commercial Support¶

For commercial licenses: - Email: support@mailborder.com - Include license key - Describe issue clearly - Attach diagnostic information

Response times: - Critical: 4 hours - High: 8 hours - Normal: 24 hours - Low: 48 hours

Emergency Support¶

For critical issues: - System completely down - Security breach - Data loss

Contact: - Emergency hotline: (for commercial customers) - Include: License key, company name, issue summary

Creating Support Ticket¶

Effective Ticket Format¶

Subject line:

[Mailborder V6] Brief description of issue

Body template:

Issue Description:
<Clear description of the problem>

Expected Behavior:
<What should happen>

Actual Behavior:
<What actually happens>

Steps to Reproduce:
1. <Step 1>
2. <Step 2>
3. <Step 3>

Environment:
- Mailborder Version: <from mb-status --version>
- OS: <from lsb_release -a>
- Installation Type: <Debian package/manual>

Recent Changes:
<Any recent updates or configuration changes>

Error Messages:
<Exact error text or log excerpts>

Attachments:
- diagnostic-report.txt
- recent-logs.txt
- system-info.txt

Troubleshooting Attempted:
<What you've already tried>

Example Good Ticket¶

Subject: [Mailborder V6] mb-filter service won't start after update

Issue Description:
After updating Mailborder from 6.0.0 to 6.0.1 via apt, the mb-filter
service fails to start. Error message indicates database connection issue.

Expected Behavior:
mb-filter should start successfully after update.

Actual Behavior:
Service fails with error: "Database connection failed: Access denied for
user 'mailborder'@'localhost'"

Steps to Reproduce:
1. Run: sudo apt update && sudo apt upgrade mailborder
2. Service restarts automatically
3. mb-filter fails to start
4. Run: sudo systemctl status mb-filter
5. Shows failed state

Environment:
- Mailborder Version: 6.0.1
- OS: Debian 12 (Bookworm)
- Installation Type: Debian package via official repository

Recent Changes:
- Updated mailborder package from 6.0.0 to 6.0.1 (30 minutes ago)
- No other changes

Error Messages:
From journalctl:
Jan 13 14:23:45 mb-filter[1234]: ERROR: Database connection failed
Jan 13 14:23:45 mb-filter[1234]: Access denied for user 'mailborder'@'localhost'

Attachments:
- diagnostic-report.txt (included)
- recent-logs.txt (included)

Troubleshooting Attempted:
1. Verified MariaDB is running: sudo systemctl status mariadb (active)
2. Checked database exists: mysql -u root -p -e "SHOW DATABASES" (mailborder present)
3. Restarted services: sudo systemctl restart mariadb mb-rpcd mb-filter
4. Issue persists

Self-Help Resources¶

Documentation Search¶

Full-text search:

# If docs are local
grep -r "search term" /usr/share/mailborder/docs/

Command Help¶

CLI help:

sudo mb-config --help
sudo mb-backup --help
sudo mb-quarantine --help

Man pages:

man mailborder
man mb-config
man mb-backup

Log Analysis¶

Built-in tools:

sudo mb-doctor
sudo mb-status
sudo mb-audit-log

Knowledge Base¶

(To be established)

Topics: - Installation guides - Configuration examples - Troubleshooting procedures - Best practices - FAQ

Contributing¶

Report Bugs¶

GitHub Issues:

https://github.com/mailborder/mailborder/issues

Bug report checklist: - [ ] Search for existing issues first - [ ] Include Mailborder version - [ ] Include OS version - [ ] Provide steps to reproduce - [ ] Include error messages - [ ] Attach diagnostic report

Suggest Features¶

Feature request format:

Feature: <Brief description>

Use Case:
<Why this feature is needed>

Proposed Solution:
<How it could work>

Alternatives:
<Other ways to achieve this>

Additional Context:
<Screenshots, examples, etc.>

Contribute Documentation¶

Improvements welcome: - Fix typos and errors - Add examples - Clarify confusing sections - Add missing topics

How to contribute: 1. Fork documentation repository 2. Make changes 3. Submit pull request 4. Include description of changes

Feedback¶

Documentation Feedback¶

Is this documentation helpful?

Suggestions for improvement: - Missing topics - Unclear sections - Need more examples - Need more detail

Contact: - docs@mailborder.com

Emergency Procedures¶

System Down¶

Immediate steps: 1. Run diagnostics: sudo mb-doctor 2. Check services: sudo mb-status 3. Review logs: sudo tail -f /var/log/mailborder/*.log 4. Restart services: sudo mb-services restart 5. If persists, contact support

Data Loss¶

If data loss occurs: 1. Stop all services immediately 2. Do not make changes 3. Document what happened 4. Contact emergency support 5. Have backup ready for restore

Security Incident¶

If security breach suspected: 1. Isolate system from network 2. Preserve logs 3. Document incident 4. Contact security team 5. Follow incident response plan

Support SLA¶

Commercial Support Levels:

Priority	Response Time	Resolution Time
Critical	4 hours	24 hours
High	8 hours	48 hours
Normal	24 hours	5 days
Low	48 hours	10 days

Critical issues: - Complete system outage - Data loss - Security breach - Email not processing (>1 hour)

High issues: - Service degradation - Performance problems - Feature malfunction

Normal issues: - Configuration questions - Minor bugs - Enhancement requests

Low issues: - General questions - Documentation requests - Feature suggestions