Support Policy
Get help with billing, platform bugs, and account issues through email. Community support is available on Discord.
Who Can Contact Support?
Support is available to all paying customers. Only requests originating from Q account email addresses that are part of a paying workspace (Solo or Team plan) will receive official support responses.
Free plan users can access community support through Discord.
Scope
Q's support covers:
- Billing issues
- Platform bugs
- Account management
- Workarounds or solutions to known issues
- General guidance on using Q
- General questions about Q
Q's support does not cover:
- Project-specific debugging
- Guidance with implementation of third-party or open-source integrations
Channels
To contact support, email support@heyq.com. After submitting your request, a team member will review and respond.
Official support is only guaranteed through the email channel for paying customers.
Discord Community
All users - free and paying - can access the Q community on Discord for peer support, tips, and discussion. Q team members may participate in community discussions, but official support is only guaranteed through email.
Response Times
Response times depend on your plan and the nature of the issue:
| Priority | Solo | Team |
|---|---|---|
| Critical (platform down, data loss) | Within 24 hours | Within 24 hours |
| High (feature broken, billing issue) | Within 48 hours | Within 48 hours |
| Normal (questions, guidance) | Within 72 hours | Within 72 hours |
Q is a growing product. We're a small team and response times are best-effort. We read every message and aim to respond as quickly as possible.