Support

This page describes how to reach us, how the support flow works, and what to expect.

How to open a ticket

Email support@subpoof.com. That is the only way to open a ticket - there is no in-app form. Whatever you write becomes the body of the ticket, and the subject becomes the ticket subject. Quote relevant URLs and paste any error message you saw verbatim.

If you are reporting a problem with a specific scan, watch, or API call, include the request ID from the response (returned in the X-Request-ID header on API calls, shown in the dashboard footer for UI errors). It saves us a round trip.

What happens after you send

1. Resend delivers the email to our inbound webhook, which creates a ticket in our support system.
2. An automated initial response is generated, drawing only on this documentation. It either points you at the relevant doc or acknowledges receipt and tells you a human will follow up. The automated response is clearly labeled and uses a distinct subject prefix.
3. A human reads the ticket and replies if the automated response did not resolve it.

About the automated initial response

We use Anthropic's Claude API to draft initial responses to tickets. Practically, this means your email subject and body are sent to Anthropic's API for the purpose of drafting a reply. Anthropic is bound by their published privacy and data-handling terms; subpoof does not retain your email body in any third-party system beyond what Anthropic processes for that single API call.

If you would prefer a human-only response, include the line "please assign to a human" anywhere in your email body. The autoresponder respects that flag and skips drafting.

The autoresponder is grounded only in subpoof's published documentation (the docs you are reading). It will not invent product features, account-specific data, or pricing. If your question requires account-specific information (your scan history, your invoice, your API key), the autoresponder will defer to a human.

Response times

We do not publish hard SLAs, but in practice:

• Automated initial response: within a few minutes
• Human follow-up on Observer-tier tickets: typically next business day
• Human follow-up on Analyst-tier tickets: typically same business day

Things to send with the ticket

• For scan issues: the scan ID (visible in the URL of the scan results page)
• For API issues: the request ID and the exact endpoint + parameters you called
• For billing issues: the Stripe invoice number
• For login issues: the email address you signed up with and (if applicable) the device you are trying to enroll

What we cannot do

• Restore a deleted scan or watch (deletes are intentionally irreversible)
• Recover a lost passkey without verifying you control the email address it was bound to
• Refund charges older than 14 days as a matter of routine (we still consider exceptions case-by-case)

Status and incidents

We post operational incidents to a status page when something is broken on our end. If the dashboard is showing 5xx errors or the API is timing out, check that page before opening a ticket.