Support
Get help with Assumetr — find the right support path for your needs.
Self-Service Resources
Most questions can be answered through our documentation:
- Getting Started Guide — set up your first site and generate evidence.
- FAQ — searchable answers to common questions.
- Troubleshooting — step-by-step fixes for common issues.
- Workspace Admin — manage users, roles, and settings.
- Billing & Plans — understand your plan, quotas, and payments.
Contact Support
From Inside Assumetr (Recommended)
Logged-in users can submit support requests directly from the application:
- Click your profile icon in the sidebar
- Select "Contact Support"
- Choose a category and describe your issue
- Click Submit
Your request is automatically enriched with your workspace context (org, site, plan), which helps us resolve issues faster. You'll receive a confirmation email from our support system.
Via Email
You can also reach us by email at any time:
When emailing, please include:
- Your workspace name or org ID (visible in Settings → General)
- The site affected (if applicable)
- A clear description of the issue or question
- Screenshots or error messages if relevant
What to Expect
| Your Plan | Channel | First Response |
|---|---|---|
| Pro | Email + in-app | Within 1 business day |
| Free | Self-service docs, community | Best effort |
| Enterprise | Dedicated channel | Per contract |
Business hours: Monday–Friday, 09:00–17:00 UTC (UK public holidays observed).
Severity Guidelines
When submitting a request, our team will assess severity based on impact:
| Severity | What It Means | Example |
|---|---|---|
| Critical | Platform is unavailable or security breach suspected | Cannot log in; data exposed |
| High | Core feature broken with no workaround | Evidence export fails; sessions not recording |
| Normal | Feature degraded but workaround exists | Dashboard loads slowly; filter not working |
| Low | Enhancement request or cosmetic issue | UI label wrong; feature suggestion |
You don't need to set severity yourself. Our team will classify based on impact and urgency. If you believe your issue is urgent, include "URGENT" in the subject line.
Report a Security Issue
If you've discovered a security vulnerability, please report it responsibly:
- Do not file security issues in public repositories or forums
- Do not include security reports in general support emails
- We will acknowledge your report within 24 hours
- We follow coordinated disclosure practices
For more detail, see our Security Policy.
Contact Sales
Contact our sales team if you need:
- More than 5 sites
- Private cloud or on-premise deployment
- Custom compliance certifications (SOC 2 Type II, HIPAA BAA)
- Custom SLAs or data processing agreements
- Volume pricing
Frequently Asked Support Questions
How do I reset my password?
Visit the login page and click "Forgot Password". You'll receive a reset link within minutes. If you don't see it, check your spam folder.
How do I add team members?
Go to Settings → Team and click Invite Member. Enter their email and choose a role (Owner, Admin, Member, or Read Only).
My site isn't receiving events
- Verify your site's write key matches what's configured in your tracking code
- Check the browser console for errors from
assumetr.js - Confirm the site status is Active in Settings → Sites
How do I export evidence?
Navigate to Evidence → Exports and click Generate Packet. Evidence exports are available in cryptographically signed ZIP format.
I hit a quota limit — what now?
Free plan quotas (1 site, 50K events/month) are enforced at the plan level. Upgrade to Pro for higher limits, or contact sales for Enterprise.