Support
Getting help
Tickets go to the developers who wrote the resource. That means direct answers about your actual server, inside published hours.
Start here
Check the documentation first
Most reports come down to a dependency version, a configuration value, or an inventory that cannot store item metadata. All three are written up with the symptoms that point to each, so the docs will usually beat waiting on a reply.
Scope
What support covers, and what it does not
Included with your purchase
- Installation and configuration questions
- Defects in the resource as delivered
- Help interpreting console output and the transaction log
- Guidance on which documentation applies to your setup
Not included
- Custom development and feature requests
- Integration with third-party resources not published by Riftvane
- Problems caused by modifications you have made
- Faults in your server environment, framework version or other resources
- General server administration or framework support
Paid custom work is not being taken on at the moment, so a request for it will get a direct no rather than an indefinite maybe.
Availability
What to expect, realistically
- Days
- Every day
- Hours
- 6:00 PM - 2:00 AM (Eastern Time)
- First response
- Within 24 hours
That is a commitment to respond, not to resolve. Some problems are answered in a sentence; others need a reproduction and a release.
Channels
Where to raise it
Support tickets are private. Nothing about your server, your logs or your purchase is discussed in a public channel.
Discord ticket — preferred
Open a private ticket. It keeps the conversation, the logs and the follow-up in one place, which matters when a problem takes more than one exchange to pin down.
Discord is optional. TrapNexus neither requires nor contacts it, and nothing about installing or running the resource depends on being in the server.
For anything that does not fit a ticket, or if you would rather not use Discord at all.
Before you open a ticket
What to include
A ticket with these details usually gets a useful first reply. A ticket without them gets a reply asking for them, which costs you a day.
- TrapNexus version, from the resource manifest
- Framework and version — QBCore or ESX Legacy
- Versions of oxmysql and your inventory resource
- Relevant server and client console output, as text rather than a photograph
- Steps that reproduce the problem from a clean start
- Any configuration you changed from the defaults
- A screenshot or short clip where the problem is visual
Paste console output as text rather than a photograph of the screen. Text can be searched and quoted back; a screenshot of a console cannot.
Security
Reporting a vulnerability
Please report security issues privately. A public report puts every server running the resource at risk during the window before a fix ships.
How to report
Send the details privately, including what an attacker can achieve and the steps to reproduce it. You will get an acknowledgement, and you will be told when a fix ships. Please do not open a public ticket, post in a community channel, or include the details in a review.
Vulnerability reports are never published, quoted or discussed publicly, and reporter details are not shared. Fixes appear in the changelog under Security, describing what is now rejected rather than how the issue was exploited.