Support

How to get help: contact, security, status, and privacy

Contact methods

Account and billing support

For account issues (cannot log in, account banned, subscription problems, payment failures):

1. Go to /contact and select Account & Billing.
2. Provide your workspace email and a description of the issue.
3. For account-related issues, include the affected account ID (if known) and any error messages.
4. For billing issues, include the invoice number or payment reference if available.

Standard support responds within 24 hours. Priority support (Plan 2 and above) responds within 4 hours.

Security disclosures

If you discover a security vulnerability in the platform:

1. Email security@telegramos.com with full details of the vulnerability.
2. Include steps to reproduce, affected versions, and any proof-of-concept code.
3. Do not publicly disclose the vulnerability until the platform has had reasonable time to address it.

The platform follows a coordinated disclosure process:

• 24 hours: Acknowledgment of receipt.
• 7 days: Initial fix timeline and impact assessment.
• 90 days: Maximum disclosure embargo period (extendable by mutual agreement).

We do not operate a formal bug bounty program at this time but will acknowledge security researchers in our changelog upon request.

Platform status

The platform status page at /changelog shows:

• Current service status (operational, degraded, maintenance, outage)
• Incident history for the last 90 days
• Upcoming scheduled maintenance (7-day advance notice)
• Post-mortem reports for resolved incidents

You can subscribe to status notifications by email from the status page.

Privacy requests

For data deletion, data export, or privacy-related inquiries:

1. Go to /legal/privacy and select the request type.
2. Provide your workspace email and verify ownership.
3. Specify the scope of the request (full workspace, specific accounts, specific data types).

The platform will process your request within the legally required timeframe (typically 30 days, extendable by 60 days for complex requests).

Requests handled through the privacy channel:

• Right to be forgotten (full data deletion)
• Data portability (export in machine-readable format)
• Correction of inaccurate personal data
• Restriction of processing (limited to specific data types)
• Objection to processing (opt out of analytics or AI features)

Escalation

If your issue is not resolved through standard support channels:

1. Reply to the support ticket referencing the ticket ID and request escalation.
2. A senior support team member will review the case within 48 hours.
3. If still unresolved, the case is escalated to the platform operations team for final review.

Escalation is available for all paid plans (Plan 1, Plan 2, Plan 3). Free plan users can escalate but may experience longer response times.