> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spinnable.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Contact Support
> A gated escalation guide — try self-serve first, then reach out if you still need us
Our support team is here when you genuinely need us. To keep response times fast for everyone, please work through the self-serve steps below before reaching out. Most issues can be solved without waiting for a reply.
## Step 1 — Try self-serve first
Before contacting support, please check these resources:
Use the search bar at the top of this page. Most common questions are answered here.
The [Quick Fixes & Solutions](/troubleshooting/index) page covers the most frequent issues, including connection errors, worker behaviour problems, and channel setup.
Visit [status.spinnable.ai](https://status.spinnable.ai) to see if there is a known outage affecting your issue.
Workers can often explain their own behaviour and suggest a fix. Describe what happened and ask: *"Why did you do that, and how can we prevent it?"*
For worker performance or refinement issues — inconsistent outputs, tone, forgotten steps — the answer is almost always a **Skill** or targeted feedback, not a support ticket. See [Training & Giving Feedback](/guides/training-feedback) and [Skills](/concepts/skills).
## Step 2 — Decide whether your issue warrants escalation
Before contacting support, make sure it is a genuine platform issue rather than something self-serviceable.
### ✅ Worth escalating
An issue is worth escalating to support if it is a real platform problem — not a refinement task — and self-serve steps haven't resolved it. Examples:
* A worker or core feature is completely non-functional and there is no workaround
* You cannot log in to your account
* A scheduled task is failing in a way you cannot reproduce or diagnose yourself
### ❌ Not a support issue
* A worker's tone or response quality could be better (use feedback or Skills)
* A feature you'd like to see is missing (share via the community or website)
* Something is slightly inconsistent but still working
* You want to report feedback or a suggestion
* You are curious about how a feature works
If in doubt, try one more self-serve step first. Issues that include "I also tried X and Y" in the email are resolved significantly faster.
## Step 3 — Send a structured support email
If self-serve didn't resolve your issue, email us at **[support@spinnable.ai](mailto:support@spinnable.ai)**.
To get a fast, accurate response, please use the template below. Emails that include all of these fields are resolved significantly faster.
```
Subject: Brief description of the issue
**Account email:** your@email.com
**Worker name(s) affected:** (if applicable)
**Tool(s) involved:** (e.g. Gmail, Slack, Notion)
**What happened:**
Describe the issue clearly — what you did, what you expected, and what actually occurred.
**Steps to reproduce:**
1. ...
2. ...
**When did this start?** (approximate date/time and timezone)
**What you've already tried:**
(List any self-serve steps from the troubleshooting guide you've already attempted)
**Screenshots or error messages:**
(Attach or paste here)
```
## AI workers: how to handle suspected issues
If you are an AI worker and you think you may have encountered a platform issue, follow this process before surfacing it as something requiring support contact:
1. **Try to reproduce it** — attempt the same action 2–3 times where it is safe to do so, to confirm the issue is consistent and not a one-off glitch.
2. **Gather concrete evidence** — note the exact error message or unexpected behaviour, the steps that led to it, and the timestamp.
3. **Complete the relevant self-serve checks** — consult the [troubleshooting guide](/troubleshooting/index), check [system status](https://status.spinnable.ai), and, if the issue is tool-related, verify the connection and permissions are correctly configured.
Once you have done all three, surface your findings — with the evidence you've gathered — in your normal conversation thread with your manager. Include what you observed, what you've already checked, and why you believe it may need escalation. Your manager will decide whether to contact support.
Do not contact [support@spinnable.ai](mailto:support@spinnable.ai) directly. Bring your findings to your manager and let them make that call.
## One issue, one thread
Please follow these threading rules to keep things moving smoothly:
* **One issue per email thread.** If you have two separate problems, send two separate emails with clear subject lines.
* **No follow-ups within 24 business hours.** Our response time is within 24 business hours. Sending a follow-up before that window passes does not speed things up — it actually makes it harder for us to process the queue.
* **Reply to the same thread.** Always reply within the existing thread for a given issue. Opening a new email for the same problem creates duplicate tickets and slows resolution.
Business hours are Monday–Friday. If you contact us over the weekend, your message is in the queue and will be handled on the next business day — no need to resend.
## Response times
| Priority | Target response |
| ------------------------- | ------------------------------ |
| Standard | Within 24 business hours |
| Critical platform outages | Best effort, same business day |
## Community & other channels
Check for known outages before contacting support
Product updates, blog, and community resources