Support

Open a support request from the console at Support: sign in, pick a topic, write a subject and a message, and attach files if they help. Replies land on the request page, and we email you when something changes. Support is a signed-in feature. The support routes answer a console session only, so an API key cannot open or read a request, and an agent that is stuck should hand the question to the person who owns the account.

What the form asks for

GET /support/config returns "Topics, hours and attachment limits for opening a support request." The topics are Sending; Domains and DNS; Deliverability; Guardrails and limits; Trust and appeals; Webhooks; API, SDKs and MCP; Billing; Account and security; and Something else. The same reply carries hours_label, the support hours, and scale_response_time_label, the Scale first-response commitment, so the form and this page never state two different figures.

POST /support — "Open a support request." A request can name the domain, email, API key or webhook it is about. It also records a snapshot of the account as it stood: plan, domain status, trust standing, pause state, key budgets and the webhook dead-letter count. The snapshot never includes a key, a webhook secret or a signing key.

Attachments

Files are staged first with POST /support/uploads — "Stage files to attach to a support message. JSON base64; 5 files, 10 MB each, 25 MB total." Images, PDFs, CSV and TSV, plain text, logs and JSON are accepted; any other file is refused with "That file cannot be attached." A staged file is attached by listing its id in attachment_ids on the request or the reply. Attachments expire; a download after that reads "This file has expired. Attachments are kept for 30 days."

Where replies land

The thread lives in the console, on the request page (GET /support/{ref}, "One support request and its public thread."). The person who opened the request is also emailed when it is opened, when we reply, when we have been waiting on their reply for a while, and when it is marked resolved. Each email links to the request. Replying to that email adds your reply to the request. You can also write to hello@agentisend.com and we will open a request from it. Turning off Support requests under Settings, Notifications stops those emails, and the request stays in the console.

POST /support/{ref}/messages adds a reply. Opening requests and replying are rate limited per person; a refusal carries the wait, and its fix reads "Wait and try again. You can open 5 new requests an hour and send 30 replies an hour."

Resolve, reopen, rate

POST /support/{ref}/resolve marks a request resolved from your side. A request left waiting on you resolves itself after a while, and a resolved one closes later. POST /support/{ref}/reopen — "Reopen a resolved request within 14 days." After that the refusal is "This request can no longer be reopened." and the fix is to start a new request. A closed request takes no replies. POST /support/{ref}/csat — "Rate a resolved support request, 1 to 5." It is refused until the request is resolved.

What Scale gets

Scale is the only plan with a published first-response commitment. The scale_response_time_label above reads "Scale: first reply within 4 business hours", the same figure /sla.json publishes. Other plans are answered during support hours, with no published clock. Scale also carries a monthly uptime commitment of 99.9% for the API, measured on the public status page, which keeps 90 days of history. Service credits for a month that falls short are Scale-only, and are applied after you write to hello@agentisend.com.

Not through this form

• Enforcement appeals. A throttle or pause on your account is appealed with POST /trust/appeal: "File an appeal against the current standing. The reason is recorded verbatim; a human answers by sla_deadline_at." Filing one opens a support ticket under Trust and appeals that you can follow here, in the console under Support — a repeat appeal on the same standing adds to that ticket instead of opening a new one. The rules it is judged by are the enforcement policy.
• Security reports. Write to hello@agentisend.com with "Security" in the subject. The contact is published in /.well-known/security.txt and on the privacy page. Report anything that lets one account read, send as, or spend the budget of another.
• An outage. Check the status page first; every component there reports what it actually checked.

Common questions, including plans and data retention, are on the FAQ.