Reaching a person
Four addresses, each going somewhere different. No contact form — a form that posts into a mailbox nobody watches is worse than no form.
Support
support@aegis.example
Something not working, a question about how a feature behaves, or help getting set up.
- Your agency name, so we can find the workspace
- What you expected and what happened instead
- The time it happened, and the request id if the screen showed one
Billing
billing@aegis.example
A charge you do not recognise, an invoice you need re-sent, a plan change, or a refund request.
- The last four digits of the card, never the full number
- The date and amount of the charge
- The invoice number if you have it
Security
security@aegis.example
A vulnerability, a suspicious sign-in, or anything you think exposes data.
- What you found and how to reproduce it
- Whether you have told anybody else yet
- How you would like to be credited, if you would like to be
Privacy
privacy@aegis.example
A request to export or delete data, or a question about how information is handled.
- Which agency and which records
- Whether you are asking as the account owner or on behalf of somebody
If you cannot get in
Use the password reset first — the link works once and lasts an hour, and resetting also signs out every other device, which is what you want if you suspect somebody else has your password.
If two-factor authentication is on and you have lost your phone, use one of the recovery codes you saved when you turned it on. Each works once. If those are gone too, write to support from the address on the account and we will verify you another way — we will not turn off somebody’s second factor on the strength of an email alone.
What to expect
Aegis is a new product and support is a small team, so here is the honest version: we aim to answer within one working day, security reports sooner, and we will tell you if something will take longer rather than leaving you waiting. There is no published, contractual response-time guarantee, and we are not going to print one we cannot hold to.
Enterprise customers who need a committed response time can agree one with us in writing. Ask, and we will be straightforward about what we can commit to today.