Five ways to get help with NemoRouter — and a clear sense of which one to reach for. Documentation for how-to, the status page for outages, the community for patterns, and direct support for anything specific to your account.
Docs · Status · Community · In-app · Email
Every support email gets a human reply
Vulnerability reports acknowledged fast
Real-time component health, always public
Each channel is good at something different. The label on every card tells you exactly when to reach for it.
The reference: API endpoints, SDK guides, code examples in 15 languages, and how every feature works. Most "how do I…" questions are answered here, fastest.
Best for: how a feature works, API parameters, integration steps.
Open the docsReal-time health for every component of the platform — gateway, dashboard, providers. Check here first if something looks slow or unavailable.
Best for: "is it me or is it down?" and incident history.
Check live statusSigned in? Open the support drawer from inside the dashboard. It carries your org context, so a question about a key, a budget, or a request lands with everything we need to help.
Best for: account-specific questions while you are signed in.
Open the dashboardA public Slack where the team and other developers answer questions. Great for patterns, second opinions, and "has anyone hit this" — best-effort, not an SLA channel.
Best for: patterns, ideas, and quick community answers.
Join the SlackReach the team directly at support@nemorouter.ai. Every email is acknowledged within one business day by a human who works on the product — no first-line script.
Best for: anything specific to your account, billing, or a bug.
Email supportEvaluating NemoRouter, need a security questionnaire, a DPA, or enterprise terms? The contact page routes you to sales, security, and legal in one place.
Best for: evaluations, procurement, and enterprise paperwork.
Contact the teamThe questions support sees most often. If one of these matches, you may not need to wait for a reply at all.
Full keys are shown exactly once at creation and never stored in plaintext, so a lost key cannot be re-displayed. Create a new virtual key in the dashboard, update your code, then revoke the old one — revocation is immediate.
Key management in the docsA 402 means the request would exceed the available credit balance or a budget cap. Credits are reserved before a call and settled after; a denied call costs nothing. Top up credits or adjust the budget, then retry.
How credits and billing workKeep the OpenAI SDK you already use. Point its base URL at the NemoRouter API and swap in your virtual key — typically a two-line change. From there you reach every model through one endpoint.
Quickstart guideDo not post it in Slack. Email security@nemorouter.ai with details — we acknowledge within 48 hours, target 7 days for critical fixes, and follow coordinated disclosure.
Email security@nemorouter.aiCheck the status page first — it shows real-time health for the gateway, dashboard, and providers, plus incident history. If status is green and you still see a problem, email support with a request ID.
Open the status pageFrom the dashboard, invite teammates by email and assign a role — owner, admin, member, or viewer. Each person joins your single organization and a team within it; roles control what they can see and change.
Team and roles in the docsEvery customer gets real support on every plan. Enterprise adds priority handling and a named contact — that is the whole difference.
Everyone — free, on every plan
Response: Best-effort. Email acknowledged within one business day.
Community Slack is best-effort and never an SLA channel.
Enterprise customers
Response: Priority handling against an agreed response target.
Scoped on the enterprise page — talk to sales to set terms.
Need enterprise terms or a security review? See the enterprise page or email sales@nemorouter.ai.
A human reads every email
Email support and you will hear back from someone who works on the product within one business day — no script, no first-line queue.