[email protected] for anything. This is the main channel and the one we measure.
Support
A person who can reach the servers.
Not a tier, not a queue that routes you to a script, and not an upsell. Support is included for everyone — trial and prepaid alike — because a platform you cannot get help with is not cheaper, it is worse.
Channels
Where to reach us, and what for
In-portal chat
For quick questions while you are working. Same people, shorter answers, and it carries the context of the project you have open.
Incidents
The status page is hosted outside our own cluster, because a status page that goes down with the outage is not a status page.
Security
[email protected] for vulnerability reports. Acknowledged within one working day.
Abuse
[email protected] to report something running on our platform that should not be.
Privacy
[email protected] for data subject requests and questions about the DPA.
Response times
A person, not a ticket queue.
There is no service level agreement attached to our support — an SLA from a company our size is a credit note, not an outcome. What we commit to instead is plain: a first response from a human, during business hours (CET) and best effort outside them, with no bot in front of them. We would rather not publish a precise-looking average we cannot stand behind.
What you will not get is a first response from a bot that asks you to clear your cache. What you will get is somebody who can look at your build log, your metrics and the node your workload is on.
answered by a person ✓
who can reach the servers ✓
first-response bot ✗
ticket tiers ✗
clear-your-cache reply ✗Stuck on something?
Email is fastest, and there is no ticket form to fill in first.