Support

Open a request from the console at Support. Sign in, pick a topic, write a subject and a message, and attach a screenshot, PDF, CSV or log if it helps. Each file can be 10 MB; a message can carry 5 files and 25 MB in total.

Replies land on that same page. We also email when a request is opened, when we reply, when we have been waiting two days, and when it is marked resolved. Turning support email off in Settings → Notifications stops those mails; the request stays in the console. Replying to the email does not update the request — open the link.

Hours are Monday to Friday, 09:00–18:00 UTC. The only published first-response number is the Scale SLA: first reply within 4 business hours (/sla.json, Scale plan). Other plans are answered during those hours; we do not publish a clock for them.

A resolved request can be reopened for 14 days. After that, open a new one.

Enforcement appeals (standing, pause, throttle) go through POST /trust/appeal, not this form. Those are human-reviewed within 4 business hours on Scale, as the same SLA page states.