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Customer Support

Running a Gateway means supporting the developers and consumers who depend on it. Some of that support is provided directly by the Gateway Operator; some can be backed by The Graph’s community and The Graph Foundation. This page covers the channels available and how they fit together.

The Graph Discord

The Graph Discord⁠ is the primary community support channel. Developers and consumers can ask questions there and reach contributors from across the ecosystem, including core contributors and other Gateway Operators. For most general questions about Subgraphs, querying, and The Graph Network, pointing consumers to Discord, especially the #indexers channel, is a reliable first step, and it is where a lot of shared knowledge already lives.

Dedicated Discord Channels

For a Gateway Operator running meaningful volume, The Graph Foundation can provide a dedicated support channel by contacting The Graph Discord moderators. This gives the Gateway Operator a direct line for operator-specific issues (onboarding Indexers, escrow, protocol questions) rather than relying only on general community channels, and it lets the Foundation route the right contributors to them. If an Operator is standing up a production Gateway, it is worth engaging the Foundation early so this channel is in place before their consumers need it.

Telegram and Slack Channels

Depending on the relationship and the audience, support may also run through Telegram or Slack:

  • Telegram: common for fast, informal coordination with Indexers and ecosystem contributors.
  • Slack: common for enterprise customers and formal operator relationships, where a shared Slack channel fits how the customer already works.

For enterprise consumers in particular, a private Slack or Telegram channel paired with an SLA is a typical support arrangement. See Gateway Indexing Approaches for the SLA-backed environments these customers often expect.

Structuring Support as an Operator

A practical structure is tiered: community channels (Discord) for general questions, an Operator’s own direct support for a Gateway’s consumers, a Foundation-provided channel for operator and protocol issues, and dedicated Telegram or Slack channels for enterprise accounts. Which mix an Operator uses depends on their customer base, but the goal is the same: a consumer should always know where to go when a query does not behave as expected.