KeelenSupport
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
- Vulnerability reports and security questionnaires. We answer every report and aim to send a first response within 3 business days. Please do not file security issues in a public repository.
- Privacy
- privacy@keelen.ai
- Data access, correction, export and deletion requests, and questions about the subprocessor list.
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 on the Needs you tab in your dashboard rather than guessing. 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, and what we do not yet have.
Contact: support@keelen.ai