Support
Contact
Section titled “Contact”| Need | Contact | |---|---| | Help with your instance, a bug, an incident | [email protected] | | Plans, Enterprise, security reviews | [email protected] | | Billing, invoices, payment methods | https://exohuman.cc/account (Stripe customer portal), or [email protected] |
Support by plan
Section titled “Support by plan”| Plan | Support included |
|---|---|
| Launch | Email support |
| Scale | 99.9% uptime SLA, priority support |
| Enterprise | 99.95% uptime SLA, named technical account manager |
Availability commitments and incident handling for ExoHuman Cloud are described in Uptime & SLA. Worker nodes on your machines are supported through the same channels.
Writing a good support request
Section titled “Writing a good support request”Include:
- Your instance URL (for example
https://acme.exohuman.cc). - What you expected and what happened, with the time (and time zone).
- The agent name and, if relevant, the execution ID from the agent’s logs or the Operations page.
- Screenshots or error messages. Never send passwords, API keys or credential values — we never ask for them.
Before you write
Section titled “Before you write”- Check the agent’s Logs and the execution transcript — most failures explain themselves there.
- Ask the built-in
ask_exohumantool or search these docs (press /). - Check your usage limits and budgets if agents stopped running.
Security issues
Section titled “Security issues”Report suspected vulnerabilities to [email protected] with “Security” in the subject. See Security & compliance.