> ## Documentation Index
> Fetch the complete documentation index at: https://docs.trailercast.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> How to get help when you need it.

## Channels

<CardGroup cols={2}>
  <Card title="Ask Winter" icon="dog">
    The fastest way to get product help. Floating pill bottom-right of every page. Handles most "how do I…" questions instantly.
  </Card>

  <Card title="Email" icon="envelope" href="mailto:hello@trailercast.io">
    [hello@trailercast.io](mailto:hello@trailercast.io). Typical response within 4 business hours.
  </Card>

  <Card title="Status page" icon="chart-line" href="https://status.trailercast.io">
    [status.trailercast.io](https://status.trailercast.io). Current uptime + any active incidents.
  </Card>

  <Card title="Security disclosure" icon="shield" href="mailto:security@trailercast.io">
    [security@trailercast.io](mailto:security@trailercast.io). 24-hour response to good-faith vulnerability reports.
  </Card>
</CardGroup>

## What to include in support emails

To help us help you faster:

* **What you were trying to do**, one sentence
* **What happened instead**, one sentence
* **Screenshot or screen recording**, visual issues are 10x faster to diagnose with one
* **Demo ID, call ID, or share link**, if the issue is about a specific resource
* **Browser + OS**. Chrome 138 on macOS Sonoma, etc.
* **Time it happened**, even rough ("this morning around 10am ET") helps us search logs

## Response times by tier

| Tier       | First response SLA |
| ---------- | ------------------ |
| Starter    | 4 business hours   |
| Pro        | 2 business hours   |
| Enterprise | 1 hour, 24/7       |

Business hours = Mon–Fri, 9am–5pm ET.

## Bug reports

When you report a bug:

* We'll acknowledge within the SLA above
* For confirmed bugs, we'll create a tracking ticket and share the issue # with you
* Critical bugs (data loss, broken billing, security) get same-day fixes
* Non-critical bugs ship in the next weekly release

## Feature requests

[hello@trailercast.io](mailto:hello@trailercast.io), every email is read by a human and tagged for the roadmap.

We won't always build what you ask for, but we'll always tell you why if we don't.

## Enterprise + procurement

[procurement@trailercast.io](mailto:procurement@trailercast.io) for:

* DPAs and BAAs (excluding HIPAA today, see [Compliance posture](/privacy-and-security#compliance-posture))
* Vendor onboarding forms
* Custom contracts
* Multi-year prepay arrangements
* Volume discounts

## Community

We're early, there's no Slack community or forum yet. If you'd like there to be one, [tell us](mailto:hello@trailercast.io). It's on the roadmap once we hit \~50 paying customers.

## Press / partnerships

[hello@trailercast.io](mailto:hello@trailercast.io), we route to founder Daniel directly.