How to reach us — and what to expect.
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 — billing, account issues, how-to questions, feature requests, integration help.
Security disclosure
security@abundera.ai — vulnerabilities, suspected account compromise, anything that shouldn't go in a public channel. PGP optional; GitHub advisories also fine.
Status
No public status page yet. Outages are announced in-app and via the support email list if you opt in. The daily sweeper heartbeat is wired to healthchecks.io internally — a public mirror is on the roadmap.
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.