Support
How can we help?
Get help with your workspace, catalog, billing or agent access.
Send a message
Write to support
Your message goes to our support inbox. We reply to the email you give.
Help us answer faster
- Your workspace or seller name
- Where the issue happened, such as a protocol, quote, extract or billing
- When it happened and any request ID shown in the error
- Whether the issue is blocking a live workflow
Ways to reach us
Choose the right contact
- EmailFor product help, billing, onboarding and account questions.support@pairrail.com
- Self-serveQuick answers about plans, protocols, billing and how PairRail works.FAQ
- EnterpriseFor custom volume, support terms, SSO, residency or multi-workspace needs.Scoping conversation
- SecurityFor vulnerabilities or suspected incidents.security@pairrail.com
How we handle disclosures is on the Security page.
Sent
Your message goes to our support inbox.
Triaged
Messages that start with P1 go first.
Answered
We reply to the email you give.
How we show up
What to expect
We are available Monday through Friday, 09:00 to 18:00 IST (03:30 to 12:30 UTC), and reply within one business day. If a live catalog or protocol endpoint is down, start your message or email subject with P1 so we can triage it first. Enterprise response times follow the agreement on your order form.
Every plan gets support by email and this form. Pro also gets a private Google Chat space with our team, and Enterprise a private Slack or Google Chat channel. Request yours from the Subscription panel in your workspace.
Refunds and disputes with your customers go through your own payment processor. We can help trace the Atlas side.
You can also send feedback from your workspace with page context attached.