Every support email reaches a person who builds the product. First reply within one business day, usually sooner. No tier‑one scripts, no ticket carousel — the engineer who answers stays with your case until it's closed.
Use whichever fits. The team triages across both — there's no faster or slower lane.
The fastest path for anything that isn't an outage. Include a screenshot, the workspace name, and roughly when it started — we'll take it from there.
contact@vividsphere.co →Found something you shouldn't have? Write to our security alias. We acknowledge within one business day and won't pursue good-faith researchers.
contact@vividsphere.co →Coverage is Monday–Friday, 09:00–19:00 IST. Severity is determined by impact on your workspace, not by who's asking — the same SLA applies to every plan.
| Severity | What it looks like | First response | Resolution target |
|---|---|---|---|
| S1 · Outage | Production unavailable, data loss, security incident. Workspace-wide impact. | < 30 min | < 4 hours, with hourly updates until resolved |
| S2 · Degraded | A major feature is broken or unusably slow. Workarounds exist. | < 4 hours | < 2 business days |
| S3 · Issue | A minor feature or edge case isn't working as expected. | < 1 business day | < 7 business days |
| S4 · Question | How-to questions, billing clarifications, feature requests. | < 1 business day | Answered, scheduled, or filed in the roadmap |
The most common articles, grouped by area. Every link goes to a step-by-step with screenshots — written by the engineer who built the feature.
The eight most common questions our team answered last quarter. If none of these unblock you, write to us.
Clear cookies for the domain, then sign in again. If you're on a strict tracking-protection profile, allow app.primebase.io.
Open the failed-rows file we email you. Most failures are a missing required field or a date in a non-ISO format.
Reconnect the integration once. Google occasionally invalidates tokens after a Google-side password change.
Check the portal email for typos, then confirm your DNS hasn't blocked our sender. We list the records in Portal settings → DNS.
Most PDF blockers are browser extensions. Try an incognito window first; if it still fails, send the invoice number.
Force-quit and reopen. If it persists, sign out from Settings → Account and back in — local cache will rebuild.
Check device time is set to automatic — TOTP codes drift if the clock is off by more than 30 seconds.
Endpoints that return non-2xx three times in a row are paused. Re-enable from Settings → Webhooks → Status.
We read every request, file it against the roadmap, and reply to the person who sent it when it ships. No upvote walls, no anonymous forms.
Email contact@vividsphere.co with the subject line starting with Feature request:. One line is enough — tell us what you're trying to do, not how to build it.
Every request is logged with your workspace attached. The engineer closest to that area reviews it within two business days and replies with where it sits — already built, on the roadmap, or not planned and why.
When a requested feature reaches production, we email the customers who asked for it. No need to keep checking — we'll find you.
If something used to work and no longer does, that's a bug — send it through the usual support channel with a short repro. Feature requests are for things that never existed yet.
If yours isn't here, write to us — we add to this list every quarter from what we actually answer.
Include a screenshot, the workspace name, and the rough time something started — that's usually all we need to find the trail. Median weekday reply is around two hours.