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 cannot 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 do not have them yet, ask your point of contact.