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hyperspool

Support

Where to turn when something is wrong, and what to expect back.

Something is broken, or you want something

Section titled “Something is broken, or you want something”

Use Tell us something… in the menu under your name, top right in the console, or from a terminal:

Terminal window
spool feedback --category bug the Agents page shows agents that are not mine

It reaches the people running the service with your email, the org and project you were in, and the page you were on. It is the fastest path to a fix. The limit is ten an hour; if you have more, put them in one message.

For anything you would rather not write into a form (billing, an account problem), mail support@hyperspool.com.

A security problem goes to security@hyperspool.com, and hyperspool.com/security says what to include and what not to test.

Is it me or the service?

Section titled “Is it me or the service?”

Two things to check before writing:

  • spool context get says which server your terminal is talking to. A run that “does nothing” is often a run submitted to a local spool dev while you were looking at the console on hyperspool.dev, or the other way round.
  • The Agents page says what can take your work. Steps needing shell, polyglot, connector or build get a managed environment, so a run marked unroutable usually asks for a capability only your own agents could provide (or your org runs dedicated agents and none is online). The run names the missing capability.

If the console doesn’t load at all, the problem is ours: mail support. A status page is on its way; until then, incident notes go out by email to the affected org owners.

What we can see

Section titled “What we can see”

Support can see your org’s runs, logs and members the way an owner of the org can. Secrets and credentials are encrypted at rest and never shown in the console or to support tooling. Say so in the message if you would rather we did not open a particular run.

Response

Section titled “Response”

This is a small team. Feedback is read every working day. A bug that blocks you gets a reply by the next working day; a wish gets one when it is scheduled or ruled out. There is no support contract or uptime commitment on the plans that exist today.