Contact and support
How to ask for help effectively during the pilot: channel, SLA, what to include, hours, and what support is not.
During the pilot we are very hands-on. Our goal is that no blocker stops you for more than a business day. This page explains how to reach us, what to expect, and how to speed up resolution with the right information.
The main channel
Email: [email protected]
Everything goes through here during the pilot: bugs, questions, feedback, feature requests, billing. There is no embedded chat and no external ticketing system. Deliberately simple and direct.
Pilot SLA
| Type of request | Expected response |
|---|---|
| Non-blocking bug | 1 business day |
| Blocking bug (you cannot work) | Same business day, usually hours |
| Usage or configuration question | 1 business day |
| Feature request / feedback | 1 to 2 business days (acknowledgement plus next step) |
| Billing (post-pilot) | 1 business day |
Important: this is a soft pilot SLA, not a contractual commitment. In practice we answer faster, because there are few of us and we want the pilot to go well.
How to write an effective ticket
What helps most is an email that includes everything up front. It saves a round-trip of "send me more information".
Minimum information in any ticket
- Workspace name (for example "Acme", "mycompany.lealup.com").
- What you were trying to do (one sentence).
- What happened instead (one sentence).
- Screen or URL where it happens.
- The exact error message if one appeared.
- Time of the incident in your timezone.
Suggested template
Subject: [Bug] Health score does not recalculate after changing the model
Workspace: acme
User: [email protected] (admin role)
URL: https://acme.lealup.com/admin/health
Time: 2026-04-15 14:30 -03:00
What I tried: changed the model weights and triggered a manual recalculation.
What happened: the recalculation finishes OK but the Customer 360 scores still
show the previous model's values.
Error code: none visible.
Already tried: hard refresh, logout/login. No effect.
Screenshot attached (unchanged scores in Customer 360).With that we start diagnosing in minutes instead of hours.
Screenshots, how to share them safely
Screenshots help a lot, but be careful not to share sensitive PII:
- Mask real customer names if they are not the customer in the incident.
- Mask personal emails in timelines.
- Mask conversation content with third parties.
- For WhatsApp, the metadata (time, status) is usually enough. The message body is rarely needed.
If we do need the body to diagnose, we will ask explicitly and you share it over a secure channel.
Before contacting us, a checklist
A minute here speeds everything up:
- Check the FAQ. It covers most queries.
- Try the steps in Troubleshooting for your symptom.
- If it is an integration: try disconnecting and reconnecting. It resolves most cases.
- If none of that works, send the email.
Support hours
During the pilot we operate Monday to Friday, 9am to 6pm Chile time.
- Requests arriving in hours: answered within the business day, typically in hours.
- Requests outside hours: answered the next business day.
- Weekends and holidays: no formal coverage. For critical production emergencies, send it with the
[URGENT]prefix and we do our best.
Request types, how to label the subject
It helps us prioritize and route. Put the right prefix in the subject:
| Prefix | For what | Example |
|---|---|---|
[URGENT] | Production blocked, nobody can work. | [URGENT] No user can log in |
[Bug] | Reproducible defect, not blocking. | [Bug] CSV export missing the ARR column |
[Question] | Usage or configuration doubt. | [Question] How to reassign the book of a CSM who is leaving |
[Feedback] | Feature request, suggestion, opinion. | [Feedback] A filter by renewal date would help |
[Billing] | Payments, commercial terms, invoices. | [Billing] Question about the March invoice |
[Feedback] items go into our backlog, and we confirm with an issue number so you can follow the progress.
Feature requests and feedback
All ideas are welcome. Send with the [Feedback] subject and tell us:
- What problem you want solved (not necessarily the solution: sometimes the better solution is not the one you pictured).
- When you got stuck (the specific workflow).
- How you are solving it today, if you are.
We confirm receipt and let you know when it ships.
What we are not
To set honest expectations:
- We are not 24/7. If your operation depends on overnight or weekend support, let us talk before you go to production.
- We do not replace your IT or internal security team. Questions like "how do I configure my Okta?" we work through together, but the configuration on your side is your team's.
- We are not Clerk support. If an authentication error clearly comes from Clerk (our identity provider), we help you diagnose it, but the fix may need a ticket directly with Clerk support.
- We do not give CS operations consulting. If you want strategy consulting for customer success, we can recommend partners. It is not our product.
- We do not recover data lost to user error. If it happens, write to us anyway and we will see what can be done, but we do not promise it as a service.
Real emergencies
If you have a real production emergency (workspace down, data potentially lost, suspected security breach):
- Subject with
[URGENT]and a short description of the impact. - Your phone number in the body. We call you if needed.
- Your timezone.
We make an immediate best effort, including outside hours.
Security and vulnerabilities
If you found a security vulnerability, do not publish it. Write to [email protected] with the [SECURITY] subject and we answer within hours. A responsible disclosure policy is available on request.
What to look at next
- FAQ, common pilot questions.
- Troubleshooting, symptoms and step-by-step diagnosis.