كيف تتواصل معنا, وماذا تتوقع.
We don't run a support portal, a ticket queue, or a chatbot. Every email is read by a human on the product team. What you see below is the honest cadence we can sustain at our current size.
Channels
support@abundera.ai, الفوترة، مشاكل الحساب، أسئلة الاستخدام، طلبات الميزات، مساعدة التكامل.
Security disclosure
security@abundera.ai, الثغرات الأمنية، الاشتباه باختراق الحساب، أي شيء لا يجب الإفصاح عنه في قناة عامة. PGP اختياري؛ استشارات GitHub مقبولة أيضاً.
Status
لا توجد صفحة حالة عامة حتى الآن. الأعطال تُعلَن داخل التطبيق وعبر قائمة بريد الدعم إن اشتركت. نبضة المسح اليومي متصلة بـ healthchecks.io داخلياً, مرآة عامة على خارطة الطريق.
أو أرسل لنا رسالة هنا مباشرة
Goes to the same humans as the email address above. Logged-in Pro users get priority routing + prefilled account info automatically.
Response-time targets
These are targets, not contractual SLAs, measured business hours (Pacific), excluding weekends and holidays. We'll always reply; the timing varies by plan.
Solo · Business
Within 2 business days for the first reply. Most answers in 1 day. Urgent issues (can't sign in, payment failing, codes not resolving) prioritized regardless of plan.
Team
Within 1 business day. Most answers same-day. Issues affecting multiple seats get an acknowledgement within 4 hours.
Agency
Within 4 hours, business hours. Priority queue. Dedicated thread with a product-team engineer. This is the tier that pays for our time explicitly.
Keep-Alive
Best-effort, within 5 business days. Keep-Alive is preservation-only; support is focused on access issues, not new-feature questions. Upgrade to Pro any time for standard SLAs.
What's in scope
In scope
- Billing, invoices, plan changes
- Account recovery, sign-in issues
- Code resolution bugs (scanned, didn't redirect)
- API questions, authentication help
- Team/seat management questions
- Data export requests
- GDPR/CCPA rights requests (data access, deletion)
- Feature requests (logged, reviewed monthly)
Out of scope
- Print vendor recommendations or material guidance
- Custom integrations we haven't documented (email us, we may build it)
- White-glove setup or onboarding (for Agency, we can schedule a call)
- Guarantees we haven't promised (uptime SLAs, guaranteed response times in a contract, see enterprise)
Enterprise, compliance, or procurement
If you need a signed DPA, a redlined MSA, a custom SLA with financial credits, or SOC 2 report preview, email enterprise@abundera.ai. We can accommodate most asks, but the paperwork is faster on the Agency tier (a $349/mo starting point covers the real cost of handling bespoke legal work).
Our compliance posture and data processing addendum are public. Sub-processor changes are notified in advance per the DPA.