Channels and scope
Customer support requests may be sent to support@relaytera.com. Billing and cancellation help use the same address. Privacy requests belong at support@relaytera.com; recipient complaints and network abuse reports belong at support@relaytera.com; private security reports belong at support@relaytera.com. Unless separate addresses are published, these aliases route to the same support desk and are handled by the same team — a distinct mailbox name does not imply a distinct team or response target. Do not send passwords, API keys, or private keys in a ticket.
Support may request workspace, message, domain, event, and trace identifiers, timestamps, expected behaviour, and safely redacted reproduction details.
Priority guide
- Critical: broad production unavailability, confirmed compromise, or severe active data exposure with no workaround.
- High: major production function materially impaired, substantial delivery interruption, or time-sensitive security risk.
- Normal: limited malfunction, integration or configuration issue, billing question, or deliverability investigation.
- Low: how-to question, feature request, documentation feedback, or cosmetic issue.
Targets and service levels
Response targets, staffed hours, languages, escalation contacts, credits, and any availability commitment are plan- or order-specific. Until those values are published and operationally exercised, this policy does not promise a response time or service-level agreement.
A response target means an initial human acknowledgement and triage, not guaranteed resolution. Resolution depends on complexity, customer cooperation, provider behaviour, and safe change procedures.
Deliverability and abuse reviews
Deliverability investigations can assess available Relay records and provide configuration guidance but cannot guarantee placement. Abuse suspensions remain in force until risk is contained and requested evidence or remediation is accepted. Native Relay inbound receiving is not a generally available product until its own public release gates are approved. Relay Mail and Relay Hosting, where ordered from Pricing, are supported products.