Support

Write to a person.

Keelen is a small team, so support is email rather than a ticket queue. Every message is read by someone who can change the product. There is no phone line and no chat widget.

Support: support@keelen.ai; Anything about your account, your projects, billing, or a loop that is not behaving. If you are not sure which address to use, use this one.
Security: security@keelen.ai; Send us security reports. Send us questionnaires. We answer each report. We aim to send a first response within 3 business days. Do not file security issues in a public repo.
Privacy: privacy@keelen.ai; Ask us for data access. Corrections, exports, and deletions go here. You can ask about the subprocessor list too.

What to include

Three things turn a first reply from a question into an answer.

The project name, and the task or pull request if the problem is on one of them.
What you expected to happen, and what happened instead.
Roughly when it happened, so we can find the run in the logs.

Faster than waiting for us

The loop is asking you something: When the loop hits a decision it cannot make, it stops and files a card instead of guessing. That card lands on the Needs you tab in your dashboard. A paused project is usually waiting on one of those.
Changing or cancelling your plan: Plan changes, card updates and cancellation are all in the billing tab of your dashboard. Write to support if the billing page will not do what you need.
How the guarantees actually work: What runs where, what a single use machine can reach, how credentials are held. It also says what we do not have yet.

Contact: support@keelen.ai