Support and response times
One thread per product, answered by the people who built it.
Response times
Working hours are 09:00 to 18:00 US Central time, Monday to Friday.
- Live product down
- Under 1 hour, if maintenance is active
- Handover question
- Same working day, for 30 days after close
- Data room request
- Within one working day
- Offer
- Answered within two working days
- Founding team application
- Answered within five working days
- Everything else
- Two working days
Out of hours
Outages page the on-call engineer at any hour for products on maintenance. Nothing else does, and we would rather say so than promise a night shift we do not staff.
Escalating
If you have been waiting longer than this page says you should, reply with the word escalate. It goes to the principal rather than back into the queue.