# Support and incidents

> Know where to ask for help, what to include, and what level of support each plan receives.

Human-readable version: https://agsemble.com/docs/support

## Contact support

Email hello@agsemble.com. Include the X-Request-Id, UTC timestamp, endpoint, response status, API key ID, expected result, and observed result. Never send the API key token, recovery code, Stripe secret, or provider credentials.

## Response expectations

- Sandbox: documentation and best-effort email support
- Founder Pilot: target initial human response within two Singapore business days
- Suspected security incident or cross-tenant exposure: mark the subject SECURITY; it is prioritized as soon as practicable
- No plan currently includes 24/7 coverage, telephone support, or a contractual response-time or uptime SLA

## Self-service diagnostics

- GET /health checks API and database availability
- GET /api/v1/capabilities reports runtime provider and persistence status
- GET /api/v1/request-logs returns seven days of tenant-scoped request activity
- GET /api/v1/usage reports current field slots, technical limits, and provider refresh activity

## Incident communication

For a confirmed incident with material tenant impact, Agsemble will provide updates through the affected founder's support thread until mitigation, then summarize impact and corrective work when appropriate. A public status page and a named operational escalation route are required before broader paid availability.