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Support and incidents

How to reach us​

Write to [email protected], or use the contact form; both reach a person. For a security review, pick Procurement, security or DPA as the reason on the form.

Hours and response targets​

Support hours are Monday to Friday, 09:00 to 18:00 UK time (Europe/London). A business day is a UK business day.

  • A first response within one business day.
  • For an incident that stops you working, a first response within four business hours.

These are targets we work to, not guarantees. A guaranteed response time belongs in a negotiated Enterprise contract.

Escalation​

The team is small, so there is no separate escalation tier: the person who answers your message is the person who can fix it. A request that is not moving is escalated by replying on the same thread with the word Escalation in the subject line.

Our own monitoring alerts us when the service stops answering, when a backup fails or when the hourly copy of the account database is late, so we usually know about a fault before you do.

Incidents that affect your data​

If an incident affects your workspace's personal data, we tell the workspace admins by email without undue delay and within 48 hours of our becoming aware of it. The first notice says what we know at that point: what happened, which data it may have touched and what we have done so far. We send the details as the investigation goes on, including what you may need to do. Where you are the controller under GDPR, this leaves you time for your own notice to your authority.

Incidents that affect customers are announced by email from support to the workspace admins. There is no automated incident mailing and no status page yet (Status and uptime).

Responsible disclosure​

If you think you have found a security issue, tell us privately first, give us a reasonable window to respond and please do not access data that is not yours while testing. Use the contact form and it reaches a person.