Contact Support
How to get help from the Voodoo Robotics engineering and support team.
How to Reach Us
Best for detailed technical questions, bug reports, and integration help.
Phone
972-914-8758For urgent production issues or escalation. Available during business hours (CT).
Submit the contact formWhat to Include in a Support Ticket
The more context you provide upfront, the faster we can help. Include the following in your support request:
| Field | Details |
|---|---|
| Account / Organization | Your company name and www.voodoodevices.com account identifier |
| Server Type | www.voodoodevices.com (hosted, multi-tenant) or self-hosted Big Block + version if known |
| Integration Method | REST API or QueryString (GET), plus WMS/ERP name |
| Steps to Reproduce | Exact API call, parameters, and expected vs actual behavior |
| Error Messages | HTTP status code, response body, and any error text |
| Device IDs | Which specific devices are affected (if applicable) |
| Urgency | Is this blocking production? Testing? Planning? |
Response Windows
| Priority | Description | Response Time |
|---|---|---|
| P1 — Critical | Production system down, all devices affected | Within 2 hours |
| P2 — High | Partial outage, some devices or features impacted | Within 4 hours |
| P3 — Normal | Integration question, non-blocking issue | Within 1 business day |
| P4 — Low | Feature request, general inquiry | Within 3 business days |
Note
Response times are measured during business hours: Monday–Friday, 8 AM – 6 PM Central Time (CT). P1 critical issues are monitored outside business hours for customers with active support contracts.
Escalation Path
If your issue is not being resolved within the expected response window:
- Reply to your existing ticket — Adding a follow-up bumps the priority in our queue. Include any new information or logs.
- Request escalation — Reply with "Please escalate" in the subject line. This routes your ticket to a senior engineer.
- Contact your account manager — If you have a dedicated account manager, reach out directly. They can expedite resolution.
- Executive escalation — For sustained critical issues, contact [email protected] with "Executive Escalation" in the subject.
Self-Service Resources
Before opening a ticket, check these resources — your answer may already be documented: