Support

We respond to every ticket. The faster you give us context, the faster we fix things.

Channels

Channel	When to use
support@scorelytics.pro	Bug reports, account issues, general questions.
Dashboard ticket	Anything tied to your account — preferred for billing or scope changes.
Status page	Live incident updates.

What to include in a bug report

Tickets with these elements ship a fix in hours rather than days:

1. request_id from the response that misbehaved.
2. Time the issue occurred (UTC).
3. Exact request — URL + headers, with the API key redacted.
4. Full response body and HTTP status.
5. Expected behavior — what you thought should happen.

The request_id is the single most important field — it lets us pull the exact server-side trace for that call.

Response targets

Plan	First response
Trial	2 business days
Starter	1 business day
Growth	4 hours
Scale	1 hour, 24/7 with named contact

Active incidents on the status page override these — we acknowledge and update those in minutes.

Feature requests

We review feature requests weekly. Please open a ticket with:

• The use case (what are you trying to build?).
• The current workaround (if any).
• How critical it is to your roadmap.

We can't promise everything, but we read everything.