Support

1. How to reach us

Email is the fastest way to get a response from us. Send any question, request, or issue to:

Email:support@joinsitrep.com

You don't need to pick a specific subject prefix or route — our team triages every incoming message and replies from the same address.

2. Getting product help

If something in the product isn't behaving the way you expect, the more context you can give us up front, the faster we can help. Helpful details include:

• The email or workspace name you're signed in with.
• What you were trying to do, and what happened instead.
• A rough timestamp (with your timezone) so we can correlate against logs.
• A screenshot or short screen recording when the issue is visual.
• The browser and device you're using, if it might be relevant.

If you're unsure whether something is a bug or expected behavior, send it anyway — we'd rather hear about it than not.

3. Reporting a bug

Bug reports are some of the most valuable messages we get. A great bug report usually includes:

• Steps to reproduce: a clear sequence of clicks or actions that leads to the problem.
• Expected vs. actual behavior: what you thought would happen, and what actually happened.
• Frequency: whether it happens every time, intermittently, or only in a specific situation.
• Impact: whether it's blocking your work or a minor inconvenience — this helps us prioritize.

Send bug reports to support@joinsitrep.com and we'll confirm receipt before we start digging in.

4. Requesting a feature

Feature ideas, workflow suggestions, and rough sketches are all welcome. The most useful feature requests describe the problem you're trying to solve, not just the solution you have in mind — that gives us room to find the best fit for SitRep as a whole.

Customer feedback directly informs our roadmap. We can't commit to every idea, but we read every one and cluster them as we plan upcoming work.

5. Billing and account questions

For anything related to your subscription, invoices, workspace ownership, seat changes, or account access, email us at support@joinsitrep.com. If you're asking on behalf of a workspace you don't own, please cc the workspace owner so we can verify the request.

Common topics we handle here include upgrading or downgrading a plan, transferring workspace ownership, removing seats, recovering access to a workspace, and requesting account or data deletion.

6. Security disclosures

If you believe you've found a security vulnerability in SitRep, we appreciate responsible disclosure. Please email the details to support@joinsitrep.com with "Security" in the subject line so we can route it directly to the right people.

• Please don't post details of the issue publicly until we've had a chance to investigate and respond.
• Avoid running tests that could degrade service for other customers or access data that isn't yours.
• Include enough detail for us to reproduce the issue — proof-of-concept steps are ideal.

We'll acknowledge security reports promptly and keep you updated as we work toward a fix.

7. Status and incidents

If you suspect a wider outage or degraded performance, email us and we'll confirm whether other workspaces are affected. During active incidents we communicate updates by email to affected workspaces, including a summary once things are back to normal. We don't currently operate a separate public status page, so support is the best place to start.

8. Response times

We aim to respond to support email within one business day. Security disclosures and active outages are prioritized ahead of general questions and feature requests.

If you haven't heard back after a couple of business days, it's safe to reply to your original thread — sometimes messages get caught in spam filters on either side.

9. Before you write in

A few quick checks that often resolve common issues immediately:

• Sign out and sign back in — this clears most stale-session issues.
• Try the action in a private/incognito window to rule out browser extensions.
• For integration issues, check that the connection is still authorized in your workspace settings.
• Review our Privacy Policy and Terms of Service for questions about how your data is handled or what our policies cover.

If none of these help, we'd rather hear from you than leave you stuck — please reach out.