Support & response targets¶
How to reach us, and what response you can expect. The model is deliberately lean and honest: email support with published targets, raised as we staff up — no SLA we can't keep.
Channels¶
- Email is the baseline for all support, questions, and bug reports.
- A shared Slack Connect / Microsoft Teams channel is available to high-volume consultant accounts on request — offered by relationship and volume, not sold as a tier.
- A dedicated security & abuse contact for vulnerability reports and misuse (see below).
Response-time targets¶
These are the targets we publish and hold ourselves to; they are not a contractual 24/7 SLA (we'll commit to tighter numbers as the team grows).
| Request | Target first response |
|---|---|
| Standard support (questions, non-urgent bugs) | 1 business day |
| Urgent (production-impacting) | Same business day |
| Security / abuse reports | Same business day, prioritized |
Security & abuse¶
Report a suspected vulnerability or abuse to the security contact rather than a public channel, so we can triage and fix before disclosure. We aim to acknowledge security reports the same business day. Please include reproduction steps and the affected version; do not include third-party personal data in the report.
This pairs with our vulnerability-disclosure posture and the subprocessor list for a complete trust picture.
Getting the address
The current support and security email addresses are provided at sign-up and on your account page (kept out of the docs so they can change without a docs release). If you don't have them yet, ask your point of contact.