Support

問い合わせ方法と期待できること。

サポートポータル、チケットキュー、チャットボットは運営していません。すべてのメールはプロダクトチームの人間が読みます。以下に示すのは、現在の規模で持続できる正直な対応ペースです。

チャンネル

メール

support@abundera.ai, billing, account issues, how-to questions, feature requests, integration help.

セキュリティ開示

security@abundera.ai, 脆弱性、アカウント侵害の疑い、公開チャンネルに載せるべきでないもの。PGP はオプション。GitHub アドバイザリも可。

ステータス

現時点では公開ステータスページはありません。障害はアプリ内とオプトインした方へのサポートメールリストで告知されます。日次スウィーパーのハートビートは内部で healthchecks.io に接続されています, 公開ミラーはロードマップに記載。

または、こちらから直接メッセージを送る

上記のメールアドレスと同じ担当者に届きます。ログイン済みの Pro ユーザーは優先ルーティングとアカウント情報の自動入力が適用されます。

What's this about?

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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

ベストエフォート, 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.