Support
Last updated: 9 May 2026
Whether you’re evaluating Orient AXLR8 & ACTV8 or running it daily on a paid commercial license, this page is the canonical place to find help, report bugs, request features, and disclose security issues.
Response targets
We try to respond within these windows. Targets are best-effort and not contractual unless your commercial license agreement says otherwise.
| Request type | License tier | Target response |
|---|---|---|
| Production-blocking bug (paid plug-in unusable) | Commercial | 1 business day |
| Standard support question | Commercial | 2 business days |
| Standard support question | Evaluation (free) | 3–5 business days |
| Feature request | Any | Reviewed monthly; no ETA promised |
| License-key delivery | Any | Usually automated within minutes after the License Request Form is submitted |
| Security vulnerability | Any | Acknowledgement within 1 business day |
Before you write to us
Most questions can be answered faster from the documentation. Please skim these first:
- The user guide — covers the eighteen capabilities in detail.
- The download page — covers Update Site vs ZIP install.
- The bundled End User License Agreement (shown on first run inside Eclipse).
What to include in a support email
The more of this you include up-front, the faster we can help.
- Plug-in version — Help → About Eclipse IDE → Installation Details → find
com.abapai.pluginand copy its version (e.g.2.0.0.202605081731). - Eclipse version — Help → About shows the year and quarter (e.g. “2026-03”) and the build qualifier.
- ADT version — if your problem is SAP-related, the ABAP Development Tools version from the same dialog.
- Operating system — Windows / macOS / Linux + version.
- What you tried — the menu / button / shortcut you used and the input you gave it.
- What happened — what you expected vs what you saw. A screenshot helps.
- Eclipse log if there’s an error —
<workspace>/.metadata/.log; attach the last ~100 lines or the file. Redact any SAP credentials before sending. - AI provider — OpenAI / Anthropic / Google — if the issue is with an AI feature.
- SAP system release — if the issue is with a deploy / ATC / RAP feature, the SAP_BASIS / S4CORE release of the target system helps narrow it down.
Support channels
Primary channel for everything. neo@genesispro.ai
License Request Form
For new evaluation or commercial licenses, submit the in-plugin form (you’ll see it on first run). License is emailed to you.
Bug reports
Email with subject Bug Report. We’ll triage and respond within the targets above.
Feature requests
Email with subject Feature Request. We review the backlog monthly and prioritize by impact.
Security disclosures
If you discover a security vulnerability, please email neo@genesispro.ai with the subject Security and as much detail as you have:
- The affected version of the plug-in.
- A description of the vulnerability and its potential impact.
- Steps to reproduce, ideally with a minimal proof of concept.
- Whether you intend to publish your finding and on what timeline.
We will acknowledge within one business day, work with you in good faith on a fix, and credit you in release notes if you wish. Please do not exploit the vulnerability beyond what is necessary to demonstrate it, and do not retain or share data accessed via it.
Privacy and data sent in support requests
By default, the Software does not transmit your code, credentials, or audit log to us. When you send a support email, please review attachments yourself and redact any of the following before sending:
- SAP user IDs, passwords, or session cookies.
- AI provider API keys.
- Your license key.
- Customer or production data inside ABAP source.
See our Privacy Policy for full details on what we do and do not collect.
Office hours and timezone
Our team operates on India Standard Time (IST, UTC+5:30). “Business day” means Monday–Friday excluding Indian public holidays. Urgent commercial-license issues raised outside business hours will be picked up at the start of the next business day.