How to reach a person
We are a small team and we answer our own mail. That has an upside and a limit, and both are described plainly below.
What to expect
How fast we answer, by plan. Business days are Monday to Friday, India time, except public holidays.
- Starter: Email, next business day.
- Growth: Email and WhatsApp, within 8 business hours.
- Scale: Within 4 business hours, named engineer.
These are first-reply targets, not fix times. Not covered: 24×7 or weekend cover, and phone support. Every message is read by an engineer, and we will tell you honestly if something will take a while.
In practice we aim to reply to ordinary questions within one business day, and to anything marked urgent considerably faster. Treat those as our intent rather than a contractual guarantee. When we have earned the right to publish real numbers, we will publish them here with the measurements behind them.
Reporting a problem well
The fastest resolutions come from reports that include a few specifics. If you can, tell us:
- The environment name and cloud account involved
- What you expected to happen, and what happened instead
- The deployment or plan identifier, if there is one
- Whether production traffic is currently affected
That last one matters most. It changes how we triage, and we would rather you tell us bluntly than understate it out of politeness.
Security issues
Suspected vulnerabilities should not go through ordinary support. Follow the disclosure process on the security page instead.
Sales, partnerships, and everything else
Same inbox. Use the contact form if you would rather answer a few structured questions than compose an email from scratch. It produces a better first reply from us.