Hello,

I understand your frustration with response times, and I want to clarify our support priorities for you.

For high-urgency threads related to Railway platform or product issues, our target response time is 1 business day.

However, for threads that involve application-level code issues or general development questions, our team cannot provide support since these fall outside our platform scope. These threads are moved to community support, where other developers may be able to assist.

Our support team only handles Railway-specific issues such as billing questions and platform bugs.

Best,

Brody

I believe when Railway uses a Docker image to deploy my project and then the build of that image fails, it is a platform issue, not an application-level issue, as I'm not the one who created that Docker image, and I'm not the one who can debug it. I have access to the Docker image generated by your side. So why has no one been responding to my thread with high urgency for almost 2 days now? You, Brody, saw the thread I posted, and instead of responding to the technical issue caused by your side, you told me not to open duplicate threads! Again, as I mentioned on the thread with the issue, it's not a duplicate thread. I opened that thread because my previous thread from 2 days ago got deleted, and clearly I'm not the one who deleted it.

Hello,

Build failures of this nature occur when the application itself fails to build properly - this is not a platform issue. The Railway platform and Docker build systems are functioning correctly. The build is failing because of issues within the application, dependencies, or configuration, not because of any platform malfunction.

This falls under application-level support, which our community handles. If the community hasn't responded, it may be because insufficient information was provided for them to help troubleshoot the issue.

Regarding duplicate threads: creating multiple threads for the same issue divides community attention. Please keep discussions to one thread per issue.

Best,

Brody