Getting help & your SLA
Contacting support
Section titled “Contacting support”You can reach us without leaving the workspace: Settings → General → Contact support. Pick a type (question, bug, billing, feature), write a subject and message, and send. We reply by email, and you’ll see a confirmation in your notifications right away. Your recent requests are listed under the form.
Your SLA
Section titled “Your SLA”Settings → Statistics → Support SLA shows the commitments for your current plan. The tiers:
| Plan | First response | Uptime target | Service credits |
|---|---|---|---|
| Starter | 48h (best-effort) | 99.5% | — |
| Pro | 24h (business hours) | 99.5% | — |
| Agency | 8h (business hours) | 99.5% | — |
| Enterprise | Per contract | 99.9% | Yes |
A quota refusal (HTTP 402 — “out of credits”, “plan doesn’t allow this”) is a healthy response and never counts against uptime. Our public status page distinguishes a real outage from an expected refusal by design.
Enterprise agreements add automatic service credits for downtime below target; the specifics are in the signed SLA.