Technical and account support
Sign-in, tenant activation, APIs, GitHub connections, missions, agent runs, workers, and unexpected product behavior.
support@rustgrid.com →RustGrid Support
Reach the right place with the right context.
Start with self-service checks, then send a focused report with identifiers RustGrid can trace. Never send credentials or unrelated private data.
The health endpoint is an operational signal, not an uptime guarantee or SLA.
Choose a route
One front door, clear escalation paths.
Use the address that matches the request so operational, commercial, privacy, and vulnerability reports do not get mixed together.
Plans and subscriptions
Checkout, invoices, plan changes, cancellation, entitlements, usage, taxes, and payment status. Never send full card or bank details.
Billing support →Data and contracts
Privacy requests, data-processing agreements, enterprise orders, terms, or other contractual questions.
hello@rustgrid.com →Vulnerability reports
Report suspected vulnerabilities privately. Never post exploit details, secrets, or tenant data in public issues.
security@rustgrid.com →Start here
Resolve the common boundary first.
These checks separate browser state, API health, credentials, integration state, and worker execution before a support request is opened.
Can’t sign in?
Verify the email, try password recovery, then activate an authorized tenant. An expired session must sign in again.
Reset passwordAPI request failed?
Record the method, route, status, response code, and x-request-id. Confirm the credential has the required tenant or project scope.
GitHub is disconnected?
Confirm the App installation is active, the repository is mapped to the intended project, callback URLs match, and required workflows are configured.
GitHub guideAgent run is stuck or failed?
Capture mission, run, worker, and request identifiers; the current phase; the latest bounded error; and whether a fresh run reproduces it.
Execution modelPlan or payment issue?
Open Usage & Billing for the authoritative plan, entitlements, pending changes, invoices, and subscription actions.
Usage & BillingNeed to get started?
Follow the supported account, project, API-key, mission, and worker setup paths before debugging an advanced integration.
QuickstartUseful evidence
Send context that can be traced.
A compact, reproducible report is more useful than a large screenshot or raw log dump.
- Account email and affected tenant or project
- Mission, run, worker, repository, invoice, or installation ID
- Exact failure time, including timezone
- HTTP method, route, status, stable error code, and
x-request-id - Short reproduction steps and expected result
- Relevant browser, CLI, worker, or deployment version
- A redacted screenshot or bounded error excerpt when useful
Copy the built-in diagnostic snapshot
In the Launch Console, select Support, then copy the redacted diagnostics. It includes the current console context without intentionally including bearer tokens or API-key secrets.
- Open the affected console destination.
- Select Support in the context bar.
- Choose Copy diagnostics.
- Review it, remove unrelated data, and include it in your email.
Keep secrets out of support email.
- Passwords, bearer or session tokens, or password-reset links
- Full
rgk_API keys, worker credentials, or webhook secrets - GitHub tokens, OAuth codes, private keys, or raw environment files
- Full payment-card, bank-account, or government-identity details
- Unbounded logs, private source, or tenant data unrelated to the issue
Start redacted. Escalate deliberately.
Use identifiers, timestamps, request IDs, and a bounded error excerpt. If source code, tenant data, or a larger artifact is genuinely required, wait for RustGrid to establish an appropriate private transfer method.
For suspected credential exposure, revoke or rotate it first, then report the incident without copying the secret.
Review the security boundary →Support expectations
Published plans and signed terms control.
Support availability and response commitments depend on the current plan or signed enterprise agreement.
No implied SLA
This page does not create an uptime, response-time, resolution-time, or 24/7 support commitment.
Plan-aware support
Public plan support is described on Pricing. Enterprise details belong in the signed contract.
Review plans →Privacy by default
Support messages are handled under the Privacy Policy. Send only the minimum data needed.
Read Privacy →Ready to contact us?
Bring the identifiers. Leave out the secrets.
Tell us what failed, where and when it failed, and the request or run ID that ties the event together.