A support path with visible ownership
Open and track requests from Help & legal in your Timastra Collect workspace. Responses appear in the same request history.
Coverage
Support covers product use, billing questions, privacy requests, security reports, service incidents, and DPA review. It does not replace accounting, tax, legal, lending, or collections advice, and it cannot accept passwords, tokens, bank credentials, or full payment-card data.
Priority
Urgent is reserved for suspected security exposure or a service outage that prevents essential work. Normal covers product questions, billing, privacy administration, and contract requests. Misclassified requests may be reprioritized after review.
Response targets
During the pilot, Timastra Collect targets acknowledgement of urgent requests as soon as practicable and within four business hours, normal product or billing requests within two business days, and DPA or detailed security reviews within five business days. Published business hours are weekdays, 09:00–17:00 UTC. These are operating targets, not contractual service levels unless a signed order says otherwise.
Useful reports
Include the affected feature, time and timezone, expected result, observed result, and a correlation identifier if one is shown. Remove customer financial details unless they are essential to reproduce the issue. Screenshots and exports should be shared only through an approved secure channel established in the response.
Escalation and status
Security and outage reports are assessed for incident activation. Customer-impacting incidents are published on the authenticated service-status page with investigation, identification, monitoring, and resolution updates. Contractual escalation contacts can be added to a signed order.