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Station Zero

Support

A signed-in person, an AI acting for one, or an organization's API key can send the support team a request: feedback, a suggestion, a problem with the system, a billing or account question, or a question about a service. A request is sent for the organization the caller is acting in. There are two ways to send one, and both reach the same team.

From the dashboard

Signed in, open Contact support, the last entry in the Dashboard section of the navigation. Choose a type, write a one-line subject and a message, and send it. The form shows the request's reference once it is stored, and clears so you can send another. The public Support page links to the form, and to sign-in first for a visitor who is signed out.

With the tool

An AI acting for a person, or an organization's API key, sends a request with support_request_submit:

{
  "type": "system_issue",
  "subject": "Search returns nothing for a file I just uploaded",
  "body": "I uploaded a file a few minutes ago and a search for a phrase in it finds nothing."
}

The answer is the request's reference and the time it was stored, in UTC. An AI writes the request with the person it acts for and confirms the wording with them before sending. Every call sends a new request, so a call that answered a reference is never retried.

A request sent with an organization's API key or its own OAuth client is recorded as sent by the organization's agent; one sent by an AI acting for a person, or from the dashboard, is recorded as that person's.

Request types

TypeCode
Feedbackfeedback
Suggestionsuggestion
System Issuesystem_issue
Billing Issuebilling_issue
Account & Accessaccount_access
Service Questionservice_question
Otherother

Pick the closest match; use other when none fits.

Limits

  • The subject is one line of at most 150 characters; the message is at most 5000. Both are trimmed first, and neither may be blank or carry control characters (the message may hold line breaks and tabs). A request outside these bounds is refused with VALIDATION_FAILED, naming the field.
  • Each caller may send 5 requests in a clock hour and 20 in a UTC day. A person is counted as themselves, whichever way they send; all of an organization's API keys and its own OAuth clients are counted together, as the organization. The dashboard form and the tool spend the same allowance. A request counts once it reaches the door, even when it is then refused for its content; a tool call whose arguments do not match the tool's schema is refused before it is counted. Past the limit a request is refused with RATE_LIMITED: the tool's error carries retryAfterSeconds, and the form says how long to wait.

The reference

Every stored request gets a reference such as SR-7K2M9QXA: SR- and eight letters and digits. Quote it if you write to the support team about the request. The reference is all you get back: there is no history or status of your requests to read, and the support team replies by email when a reply is needed.

The support team works requests from an inbox of their own in the platform administration area. They see who sent a request, for which organization and by which way, and keep internal notes on it that you never see. A reply comes to the email address of the person who sent the request or, for a request an organization's agent sent, to the organization owner's address.

What not to include

The support team reads a request as it was written. Never include a password, an API key, a token or any other secret, and never include another person's personal details. Describe what happened, what you expected and where, and leave credentials out: the team never needs them to look into a request.

Support