Atlas
Support
We are here when rails, billing, or catalogs get stuck
PairRail is a small team building seller infrastructure for machine customers, with sellers deciding which machines can access and act on their catalogs. Reach us directly, self-serve when you can, and escalate clearly when you need a human.
Ways to reach us
Pick the path that matches your urgency
Primary inbox for product help, billing, onboarding friction, and account questions. We read every message.
Self-serve FAQPlans, queries, overage, protocols, and trust boundaries answered without waiting on a reply.
In product Workspace feedbackSigned-in sellers can send feedback from Atlas with page context attached. Best for UI bugs and workflow gaps.
Enterprise Scoping conversationCustom volume, SLA, SSO, residency, or multi-workspace needs. Include expected query load and protocols.
Security Responsible disclosureReport vulnerabilities privately. Use subject line “Security disclosure” so we prioritize the thread.
Technical Live protocol checksInspect the five live protocol rails (UCP, MCP, A2A, UAP, ACP) yourself before filing a ticket about agent discovery. For HTTP schemas, use the OpenAPI docs — they are not a separate commerce rail.
What to include
Faster answers when context travels with the ask
- Workspace or seller slug, and whether you are on Sandbox, Pro, or evaluating Enterprise
- Protocol or surface involved (MCP, UCP, gateway quote, extract, billing checkout)
- Approximate time of the issue and any request IDs from error responses
- Whether agents are blocked in production, or this is still validation in Sandbox
How we show up
Always reachable. Honest about pace.
We do not run a 24/7 call center. We do keep a human inbox, respond in business days, and escalate production agent-blocking issues ahead of general questions. Settlement and payment disputes also route through our billing partner when needed.
Prefer not to email yet? Start with the FAQ, score a sheet on Score, or open your workspace and send feedback from there.
Write to [email protected]Next steps
Unblock yourself, then ping us if needed
Most sellers clear readiness and protocol questions without waiting on email.