Where to go
- Support ticket — something is broken, or you need an answer about your account. Tracked, and answered by someone who can see your workspace.
- Feedback — an idea, a rough edge, something that should work differently. Not a ticket queue; it goes to the people who decide what we build.
- Contact — commercial questions, annual terms, security review, anything pre-sales.
What to include
The three things that turn a two-day exchange into a one-reply fix:
- Where. The project, the review area, the document or the report version.
- What you expected, and what happened. "The security area reports no evidence, but Security Policy v3.pdf page 12 covers it" is immediately actionable.
- When. Roughly what time, so we can find the run in our own records.
A screenshot helps. Do not paste confidential material from a target into a ticket — name the document and we will look at it in place.
What we can see
We can see your workspace's structure, runs and errors. We do not read your project documents to answer a ticket unless you ask us to look at a specific one, and we will say so when we do.
Response times
Support tickets are answered within one business day; a broken workspace is treated as urgent rather than queued. If you are evaluating Percomb and blocked, say so in the ticket — that is worth prioritizing and we would rather know.
Before you raise one
Two quick checks that resolve a good share of tickets: