Atlas ยท Product information
Support
Account users can contact the Atlas operator for account, API and service help.
Contact
Email martin@shinrasec.com from your account email address. Include the approximate time, any x-trace-id from the response, and a description. Remove passwords, API keys and unrelated personal data.
Priority
- Critical
- suspected cross-account exposure, execution-environment escape, broad outage or active security incident.
- High
- an account cannot sign in or start a chat.
- Normal
- an individual chat, API or usability issue with a workaround.
Response targets
During private beta we aim to acknowledge critical issues within four hours, high issues within one business day and normal issues within two business days. These are operating targets, not contractual service levels unless a signed agreement states otherwise.
Planned work
Maintenance and previews may temporarily limit capacity. Account users will receive material notices through the agreed beta contact. Atlas reports a typed unavailable state when a capability is not available rather than silently substituting a weaker result.