Contacting support

How to reach us

Email hello@gafferai.uk. One channel keeps support history in one place.

If it's urgent and ongoing — e.g. the whole team can't clock in — put URGENT in the subject. We prioritise those.

Response times

• Working hours (Mon–Fri, 08:00–18:00 UK): same-day reply, usually within 2 hours.
• Weekends & evenings: we monitor for urgent issues. Non-urgent replies come Monday.
• Enterprise customers get a direct channel and an SLA agreed in the contract.

What to include

• Your company name.
• What you were trying to do.
• What happened instead.
• A screenshot or screen recording where possible.
• What you've already tried (helps us skip the obvious steps).

Reporting a bug

Bug reports go to the same address. Include the browser (Chrome / Safari) and OS version if it's on a phone. If you can repro it, tell us the exact steps — that's the single biggest thing that gets bugs fixed fast.

Feature requests

We read every feature request. Mention it in the same email — no special form to fill in. The best ones come from a real moment where Gaffer didn't do what you needed, so tell us that moment.