Contacting support
How to reach us, what to include so the first reply is useful, and what we will never ask you for.
Check these before writing
Two of them resolve most reports without a conversation.
- Check the status pageuptime.simcoai.co.uk shows current status, active incidents and known issues. If it is already there, we know.
- Then report itWith the detail below.
What to send
The difference between a one-reply resolution and four rounds of questions.
| Always | Why |
|---|---|
| Roughly when it happened | Lets us find it in the logs |
| What you expected, and what happened | The gap is the bug |
| Whether it is repeatable | One-off or every time changes everything |
requestId for API problems | The fastest route to the exact request |
| The phone number for call problems | So we can find the call |
| Steps to reproduce | Even rough ones |
Where to send it
- Report a bug
- simcoai.co.uk/report-bug - attaches non-identifying diagnostics for you, which saves a round trip.
- General contact
- simcoai.co.uk/contact for sales, onboarding and anything not a fault.
- hello@simcoai.co.uk
What we will never ask for
Careful. Nobody at SIMCOAI will ever ask for your password, an MFA code, approval of a passkey prompt you did not start, a live API key, or full card details. Treat any such request as an attack regardless of who it appears to come from.
If an API key may have been exposed, revoke it first and then tell us - see API key security.
If an API key may have been exposed, revoke it first and then tell us - see API key security.