Support channels
- Product and account help: support@fundamentl.app
- Security reports: security@fundamentl.app
- Privacy and data requests: privacy@fundamentl.app
Issue priorities
- Critical: widespread production unavailability, suspected cross-organization exposure, or a confirmed security incident.
- High: a core workflow is blocked for multiple authorized users and no reasonable workaround exists.
- Normal: configuration questions, individual record issues, imports, reports, feature questions, and general guidance.
Response expectations
Support is monitored on normal U.S. business days. We prioritize critical and security reports first. Acknowledgement or resolution targets are not contractual service levels unless they appear in an executed agreement or order form.
What to include
- Workspace and affected page.
- What you expected and what happened.
- Time of the issue, affected users, and reproducible steps.
- Screenshots or request identifiers with secrets and unnecessary personal data removed.
Customer responsibilities
Customers should maintain current administrators, assign roles carefully, verify exports, provide timely access to diagnose issues, and avoid sending passwords, private keys, full payment credentials, or unrelated sensitive data through support email.
Security reports
Send suspected vulnerabilities or data exposure privately to security@fundamentl.app. Do not publicly disclose or access data beyond what is necessary to describe the issue. We will coordinate validation and remediation directly.