Contact support
Send a support request from inside Organ, attach evidence, track replies, and understand our response targets.
Where to send a request
Open Settings → Support while signed in. The page lists every request your organization has sent and holds the form for a new one.
Everyone in your organization can see and reply to your organization's requests, so a colleague can pick up a conversation you started.
What to include
The form asks for four things:
- Subject — one line that says what is wrong.
- What this is about — billing, a run or workflow, account access, a security concern, or something else. This routes your request; it does not change what our team can see.
- How urgent it is — this selects the response target described below.
- What happened — what you expected, what happened instead, and anything you already tried.
If the issue is about one venture, choose it from the venture list. If it is about one run, paste the run ID. Both are optional, and both make diagnosis much faster.
Attachments
You can attach up to five files per message, 10 MB each.
Accepted types are PNG, JPEG, WebP, GIF, PDF, plain text, CSV, and JSON. A file whose contents do not match its extension is rejected.
Attachments are stored privately to your organization and are only reachable through short-lived links generated while you are signed in. Files are not virus-scanned. Because of that, Organ never opens an attachment in your browser — every attachment link downloads the file instead.
Do not attach passwords, API keys, or other secrets. If you need to share a credential, add it as a credential in Organ and tell us its name instead.
Response targets
Each request carries two targets, both measured in calendar hours from when you send it:
| Urgency | First response | Resolution |
|---|---|---|
| Urgent | 4 hours | 24 hours |
| High | 8 hours | 72 hours |
| Normal | 24 hours | 120 hours |
| Low | 72 hours | 240 hours |
The request page shows both targets, whether each has been met, and when the first reply actually arrived.
These are targets we track and publish, not a contractual service-level guarantee. The clock runs in calendar hours and does not pause while we wait for your reply.
Following a conversation
A request moves through four states:
- Open — received, not yet answered.
- In progress — our team has replied and is working on it.
- Resolved — we believe it is fixed.
- Closed — finished, by you or by us.
When our team replies or changes the state, the request is flagged as having a new reply on the Support page. Opening the request clears that flag.
Replying to a resolved or closed request reopens it. You never need to file a duplicate to continue a conversation.
You can close your own request at any time with Close request on the request page.
Requests opened by your AI team
Your agents can also open a support request on your behalf. Those requests appear in the same list, alongside the ones you send yourself, with the requester shown as the agent that raised it.