Support

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

Something is broken, or you want something

Use the Feedback entry in the console’s More menu, or from a terminal:

spool feedback the fleet page shows agents that are not mine --category bug

It reaches the people running the service with your email, the org and project you were in and the page you were on, and it is the fastest path to a fix: it lands in the same tracker the team works from. Ten an hour is the ceiling; if you have more, put them in one message.

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

Is it me or the service?

Two things to check before writing:

• spool where 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 the server, or the other way round.
• The Fleet page says whether any agent can take your job. A run marked unroutable is waiting for a runner with the capability it asks for, and the page tells you which one is missing.

If the console does not load at all, that is ours: mail support. A status page is on its way; until it exists, incident notes go out by email to the org owners affected.

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

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 when it is not going to happen. There is no support contract or uptime commitment on the plans that exist today.