Workspace id
Available in the URL when you're signed in (org_…). Helps us scope the query to your data.
Support
Direct engineering support.
Support is routed directly to engineering. Free and Command receive best-effort response; Control receives priority routing; Enterprise gets dedicated support and SLA options when included in the contract.
01 · How to reach us
Email is the fastest path.
A real engineer reads every email. Use the checklist below so the first reply solves the problem instead of asking for more context.
Write to
support@trueno.ioTime range
Approximate UTC timestamp of when you saw the issue. Helps correlate with server logs.
Expected vs actual
One line each. 'I clicked X, expected Y, got Z' is the fastest path to a fix.
Affected AWS account id (last 4 digits)
We don't need the full 12-digit account id. Last 4 is enough to scope.
Screenshot or error message
If the UI shows an error, a screenshot or the literal text helps. Network-tab payloads if it's an API failure.
02 · What to expect
Support by plan.
Every reply comes from a real engineer. The path through the queue depends on your plan: no fake SLAs, no scripted responses.
Free and Command: best-effort
Real-engineer response, usually within a business day. No automated triage, no escalation tiers. Lead with severity in the subject line if it's blocking your work.
Control: priority support
Control workspaces are routed first and acknowledged ahead of the Free and Command queue. Same engineering team, faster path to triage.
Enterprise: dedicated support and SLA
Enterprise contracts include a named point of contact, agreed response targets, and SLA options when included in the contract.
Severity matters
If a scan is silently failing or an account looks disconnected when it shouldn't be, lead with that and we'll prioritize across every tier.
03 · Reporting a security issue
Lead with [security].
Security reports go to the same address with the subject line [security]. The security page documents the access model + revocation flow.
Disclosing a vulnerability
Email support@trueno.io with the subject line [security]. We acknowledge within a business day and route directly to engineering. The Security page documents the read-only access model, revocation flow, and current limitations.