Support. How help actually works here
There is no support team. There is one engineer.
The contact form, email or Telegram, answered by the person who wrote the code.
No ticket portal, no support tiers, no on-call rota, and no SLA. That is a real limitation, and it is part of why Vigil costs $149 once instead of a monthly bill: there is no support organization in the price, because there is no support organization.
Most answers are already published.
The documentation on this site is the same file that ships in the repository, unedited. Published so the operational cost is readable before you pay. If the answer is in there, you will get it faster by reading than by waiting for a reply.
The deployment guide ends with a troubleshooting list written as symptom, cause, fix. Two examples of what is already in it: browser sign-in rejected while curl works is an APP_URL that does not match the origin users type; a monitor against an internal host failing instantly is the SSRF guard refusing private and loopback addresses by design.
The troubleshooting list in the deployment guideThree cases, and what each one gets.
The channel is the same human either way. What differs is what you can reasonably expect back.
Pre-sales questions
Ask whether it fits your stack, what the license permits, whether running your own Postgres 18 is a problem, before you spend anything. Message Ask Maria or s8kur3@gmail.com. If the answer is that Vigil is wrong for you, that is the answer you get; the comparison pages already recommend other tools where they win.
Commercial edition
Support covers deploying and running Vigil as shipped, install, configuration, migrations, Docker and the documented features. It does not cover your own modifications, your third-party infrastructure, or custom features you build on top; the documentation is written to make those self-serviceable. Use the support channel on your purchase receipt, or the two addresses above. Vulnerabilities go privately, see the security policy, never a public issue.
Free edition · Apache-2.0
Issues and pull requests go to the public repository, github.com/sikurdev/vigil-core, not to a private inbox, so the next person with the same problem finds the answer. Expect community support to be best-effort. Issues are read and triaged, bug reports with a reproduction get attention first, and "how do I…" questions are answered when time allows, often by improving the docs. Security reports are the exception: private, not an issue.
No SLA. Not a small one, not an implied one.
One person, one timezone, reading both channels herself. There is no queue to jump and no rota behind her, so a message sent while she is asleep waits until she is not, and a weekend can push it further. Nobody here will quote you a number, because there is no second engineer to make a number true.
A vendor that guarantees a one-hour response employs people to sit in that rota, and the subscription pays their salaries. Vigil is $149 once. If a guaranteed response window is something you have to meet for your own customers, buy the hosted vendor, that is what they are good at.
Ask MariaSix lines that save a round trip.
With one engineer, every clarifying question costs you a full cycle of waiting. A report that carries these six things can be acted on the moment it is read, instead of starting a conversation.
Find your version in the changelogThe questions worth asking before you rely on this.
There is no promised window, and inventing one would be the easiest lie on this page. One person in one timezone reads the messages herself. There is no queue, no rota and no first-line triage. A message can be answered within the hour or sit until the next morning; a weekend pushes it further. If a guaranteed response time is a requirement you have to meet, buy a hosted vendor with a support organization, and the comparison pages say the same.
No. There is no phone line, no call-back and no voice support at any price. The channels are the contact form, s8kur3@gmail.com and Telegram @s8kur. One thing worth separating: Vigil can page you by voice and SMS through your own Twilio account as part of escalation. That is the product calling you about an incident, not a support desk you can call back.
Installation is self-service, and the documentation is the help: docker compose up -d on a server you supply, about ten minutes, with the public quick start as the whole procedure. Nobody needs access to your machine, and nothing waits on a person. If you would rather have a migration or an implementation done for you, that is a separate engagement: scoped and quoted before anything starts, never assumed to be part of the license. Ask Maria.
The fair question to ask a one-person company, so here is the whole answer. Vigil Core is published under Apache-2.0 and cannot be withdrawn, the code that is out stays out, and anyone, including you, can fork it and keep it alive. The commercial license covers every version you have already received: the license text grants that on delivery, so nothing lapses when updates stop. And there is no license server, nothing calls home and nothing checks a key, so no switch exists that could turn your install off, whoever owns it. What you would genuinely lose is future updates and someone to email. The running system stays yours, on your server, against your Postgres.