How to get help, and how fast
One page for how to reach us, when someone is there, and what to expect back.
You should not have to hunt for how to get help. This is the one place.
How to reach us
- Email: hello@feerasta.ai. This is the channel for everything.
- Security reports: security@feerasta.ai. We acknowledge within two business days.
- Is something down? Check the status page first.
When someone is there
Support hours are Monday to Friday, 9am to 6pm Eastern. Our system answers your customers at any hour. Our people do not work round the clock.
Email is the way to reach us today. You can also use the contact form.
How fast we reply
| Your plan | First reply |
|---|---|
| Free | Within 1 business day |
| Team | Within 1 business day |
| Business | Within 4 business hours |
| Something is down, any plan | Within 4 hours during support hours |
A business day is Monday to Friday. Business hours are 9am to 6pm Eastern. "Something is down" means your service has stopped working or a customer-facing agent is answering wrongly.
What to put in your request
- Your business name and the email you sign in with.
- What you expected, and what happened instead.
- When it happened, and the phone number or channel it involved.
- A screenshot, if you have one.
- If a customer-facing agent said something wrong, what it said and what it should have said. We add it to our tests, so the same mistake is checked for from then on.
Please leave out passwords and card numbers. We never need them by email.
If it is not fixed
There is one step above support: the founder. Write to hello@feerasta.ai and say you want to escalate. You are not passed through levels.