> For the complete documentation index, see [llms.txt](https://docs.scopecatch.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.scopecatch.com/contact-and-support/contact-and-support.md).

# Contact & Support

Need help? We're here for you.

### Support Channels

#### 📧 Email Support

**<support@scopecatch.com>**

**Response time:**

* Free tier: 48 hours
* Pro tier: 12-24 hours (priority support)

**Best for:**

* Billing questions
* Technical issues
* Feature requests
* Bug reports

***

#### 💬 In-App Help

```
/scopecatch help
```

Run this command in Slack for quick access to:

* Link to documentation
* Common troubleshooting steps
* Contact information

***

#### 📚 Documentation

**docs.scopecatch.com**

Self-service help:

* Getting Started Guide
* User Guide
* FAQ
* Troubleshooting

***

### Before Contacting Support

**Check these first:**

1. **Read the FAQ** → Most questions answered there
2. **Check troubleshooting guide** → Common issues solved
3. **Run `/scopecatch stats`** → Shows your current setup
4. **Try basic fixes:**
   * Refresh Slack
   * Re-run command
   * Check internet connection

This helps us help you faster!

***

### When Emailing Support

**Include this info for fastest response:**

* **Workspace name**
* **Email address** (associated with account)
* **Description of issue** (what you expected vs. what happened)
* **Steps you've tried** (so we don't duplicate)
* **Screenshots** (if applicable)
* **Error messages** (exact wording)

**Example good support email:**

```
Subject: Alerts not firing in #client-acme channel

Hi,

I'm not receiving alerts in my #client-acme channel even though 
my client is clearly requesting out-of-scope work.

Workspace: Acme Agency
Email: john@acmeagency.com
Tier: Pro

What I've tried:
- Ran /invite @ScopeCatch in the channel
- Verified bot is installed
- Threshold is set to 0.75
- Project setup completed

Client message that should have triggered alert:
"Can we add 5 more pages to the website?"

My scope definition clearly states "5 pages: Home, About, Services, 
Contact, Blog" with exclusion "No additional pages."

Can you help?

Thanks,
John
```

This email will get a much faster response than: "Bot not working pls help"

***

### Feature Requests

**Have an idea?**

We love hearing from users! Email <support@scopecatch.com> with:

* What feature you want
* Why you need it (use case)
* How it would help your workflow

We read every request and prioritize based on demand.

***

### Report a Bug

**Found a bug?**

Email <support@scopecatch.com> with:

* What you were doing when it happened
* What you expected to happen
* What actually happened
* Steps to reproduce
* Screenshots or screen recording (if possible)

**We typically fix critical bugs within 24 hours.**

***

### Feedback

**General feedback welcome!**

* What's working well?
* What's frustrating?
* What's missing?

Your feedback shapes our roadmap. Email <support@scopecatch.com> or reply to any of our onboarding emails.

***

### Response Time SLA

| Support Type     | Response Time | Resolution Time   |
| ---------------- | ------------- | ----------------- |
| **Free Tier**    | 24-48 hours   | 2-5 business days |
| **Pro Tier**     | 12-24 hours   | 1-2 business days |
| **Critical Bug** | 4-6 hours     | Same day          |

**Critical bugs:** Bot completely down, data loss, security issue

**We're a small team but we care deeply about your experience!**