Operations
Support Policy
How to reach us, how fast we answer, what counts as an emergency, and what support does and doesn't cover.
How to reach us
| What | Where |
|---|---|
| Something is broken, or you need help | [email protected] |
| A security vulnerability | [email protected] — see Responsible Disclosure |
| Privacy or data rights | [email protected] |
| Contracts, DPAs, procurement | [email protected] |
| Abuse by another user | [email protected] |
You can also ask the assistant inside the product to help you write up a support request — it can include the relevant context so you don’t have to reconstruct it.
Hours
Monday to Friday, 09:00–18:00 UTC, excluding public holidays in our operating locations. Outside those hours we monitor for platform-wide incidents but do not staff individual requests.
Response targets
| Severity | Means | First response |
|---|---|---|
| 1 — Critical | The service is unavailable, or data integrity is at risk, with no workaround | 4 business hours |
| 2 — High | A major feature is unusable for you, no reasonable workaround | 1 business day |
| 3 — Normal | Something is wrong but you can work around it | 2 business days |
| 4 — Low | Question, feature request, cosmetic issue | 5 business days |
These are targets for a first substantive response, not for a fix. We will tell you what we know, what we’re doing, and when you’ll hear from us next.
During the public beta these are best-effort and not contractual. In practice, beta users hear from us faster than this table promises, because there are fewer of you and we want the feedback.
What support covers
- The service not behaving as documented
- Help understanding how a feature works
- Diagnosing why an automation, worker or view isn’t doing what you expect
- Data recovery where recovery is possible
- Account, access and billing questions
What it doesn’t cover
- Building your workspace for you. We’ll show you how; the assistant does the work.
- Debugging third-party systems you have connected. We will help you determine whether the problem is on our side.
- Writing your queries or business logic. Ask the assistant — it’s better at it and it’s instant.
- AI output quality. A model giving an answer you disagree with isn’t a defect. If it is consistently wrong in a specific, reproducible way, tell us — that we want to know about.
- Custom development or professional services. Talk to us if you need them.
Helping us help you
The three things that most reliably speed up a resolution:
- What you expected, and what happened instead. In that order.
- When, roughly, and where — workspace, view, worker, or the URL you were on.
- Whether it’s repeatable. “Every time” and “once, yesterday” lead to very different investigations.
Screenshots help. So does the exact text of any error.
Escalation
If a Severity 1 issue hasn’t had a substantive response within the target, reply to your own ticket with ESCALATE in the subject line. That routes it past the queue.
If you are unhappy with how a request was handled, write to [email protected] and a different person will look at it.
Related
- Service Levels — availability targets and credits
- Beta Terms — what the beta commits us to