Getting support
When the documentation, the dashboard, and the SDK diagnostics don’t surface the answer, reach out. This page covers how to get help fast.
Email support
The primary support channel is support@softagility.com. Send email here for any of:
- Integration issues that the Events not showing up flow didn’t solve.
- Billing questions that the Stripe customer portal doesn’t cover.
- Account-level changes (email change, organization rename, role permission tweaks) you can’t perform from the UI.
- Suspected bugs or unexpected behavior.
Support targets by plan
Trial accounts get best-effort community support with no SLA. Each paid plan includes email support with a target response time:
| Plan | Email response target |
|---|---|
| Trial | Best-effort (community support — no SLA) |
| Starter | 48 hours |
| Pro | 24 hours |
| Business | 8 hours |
| Enterprise | 4 hours |
These are business-hours targets for paid plans, not 24/7. For Enterprise customers with 24/7 requirements, the contract-level SLA terms apply — those are negotiated separately during onboarding.
What to include in a support email
Every diagnostic conversation goes faster when the request includes context up front. The minimum useful set:
- Your organization name as it appears in Beacon. (We can’t tell which tenant you are from your email alone if your email differs from the one on the account.)
- The specific time the issue happened (with timezone). “Yesterday afternoon” is harder to investigate than “2026-05-08 14:30 PST.”
- The product slug affected (if the issue is product-specific).
- What you expected to see and what you actually saw. Screenshots help.
- Any error codes from Invalid Events, the Stripe portal, or your SDK’s last-flush status.
- What you’ve tried. The diagnostic steps you’ve already worked through (most of Events not showing up, for example) so we don’t repeat them.
Video call support — Business and Enterprise
Business and Enterprise plans include scheduled video call support sessions. These are useful for:
- New-team onboarding — walking your engineering team through the SDK setup live.
- Architectural reviews — your Beacon implementation cross-checked against best practices.
- Incident triage — when something is broken and email back-and-forth is too slow.
To schedule, email support@softagility.com with “Schedule a call” in the subject line. We respond with a calendar link.
Sales / Enterprise inquiries
For new-customer Enterprise inquiries (custom plan limits, custom retention, custom SLA) the in-product Contact Sales modal on the Billing page (Plan Picker → click the Enterprise card) is the fastest path. It collects your details and routes them to an account executive.
If you’d rather email, send to the same support address — it’ll get routed to sales when needed.
What we can’t do over support
A few common asks that have a different recovery path:
- Refund processing for a Stripe invoice. Refunds aren’t self-serve in the Stripe customer portal — they’re handled manually. Email support with the invoice ID and the reason for the refund request, and we’ll review and process eligible refunds through Stripe. (The Manage Subscription button on the Billing page still opens your customer portal for payment-method updates and invoice viewing.)
- Recovering a lost API key plaintext. API keys are hashed and only revealed once at creation. Lost keys must be revoked and replaced — see Generate an API key.
- Restoring purged data. Once retention purge has run on data older than your plan’s retention window, that data is gone. We don’t keep off-product backups for restoration.
- Account deletion. Can be requested via support, processed manually, and is irreversible. Allow several business days.
Status page
A public status page is in active development and will be linked from this section once it ships. Until then, if the dashboard is unreachable or the SDK is failing for everyone simultaneously, the fastest signal is to email support — they’ll confirm whether the issue is incident-scoped or specific to your tenant.
Common questions
I emailed support and haven’t heard back within the response window. Reply to your original thread (don’t open a new ticket — that resets queue position) and reference the original timestamp. Include any new information you have. If the issue is urgent and you’re on Business or Enterprise, requesting a video call in the same message is a valid escalation.
My account is locked / I can’t sign in to email support. Email support@softagility.com from any address. Include your organization name and the email of the locked account; we’ll help recover access manually.
Next: Glossary.