Support
How to get help, response times, and escalation paths.
Contact us
Email: support@mitigate.dev
For urgent issues affecting live procurements, include "URGENT" in the subject line.
Response times
| Tier | Scope | Initial response | Resolution target |
|---|---|---|---|
| Critical | Platform down, data loss, analysis producing incorrect results | 4 hours (business hours) | Same business day |
| High | Feature broken, analysis stuck or failed, credit discrepancy | 8 hours (business hours) | 1 business day |
| Normal | Questions, minor bugs, UI issues, feature requests | 1 business day | 3 business days |
Business hours: Monday-Friday, 09:00-18:00 EET (UTC+2/+3).
Response times are targets, not guarantees. We consistently meet them, but complex issues may take longer. We'll keep you updated on progress.
System status
Check current platform status and subscribe to incident updates:
Status page: status.mitigate.dev
The status page shows:
- Current operational status for all services
- Ongoing and past incidents
- Scheduled maintenance windows
What to include in your message
The more detail you provide, the faster we can help:
- What you were trying to do (e.g., "Running analysis on a procurement with 3 bids")
- What happened (e.g., "Analysis stuck in preparation phase for 2 hours")
- Procurement name (so we can look it up on our end)
- Screenshots if something looks wrong on screen
- Error messages if you see any
- Browser and device for UI issues
Common support requests
| Issue | What we can do |
|---|---|
| Analysis stuck or failed | Check server-side logs, identify the problem, and restart if needed |
| Document parsing issues | Investigate specific file processing failures, suggest alternative formats |
| Credit questions | Review transactions, issue refunds for system errors |
| Account access | Reset passwords, manage organization membership |
| Feature questions | Walk you through specific functionality |
| Bug reports | Investigate, fix, and notify you when deployed |
Escalation path
If your issue isn't being resolved to your satisfaction:
- Reply to your support thread — reference your original email. Your case stays with the same team member who has the full context.
- Request escalation — ask for your case to be escalated. A senior team member will review and take over.
- Contact the founder directly — email arvis@mitigate.dev for issues that need immediate executive attention.
Feedback and feature requests
We read every piece of feedback. If you have ideas for how the platform could be better, include them in your support email or send them separately to support@mitigate.dev. Feature requests that align with our roadmap get prioritized based on demand.