Introducing the Ochre AI support workspace. Start a 14-day trial

Contacting Ochre support

The two ways to reach a human at Ochre, what to include in your message, and how fast you should expect a reply.

By ChristopherUpdated 3 min read

There are two ways to reach a human at Ochre. Pick whichever is faster for you.

Email

Send a message to hello@ochrehq.com. This is the fastest path for almost everything. The address goes to a real inbox staffed during business hours, with on-call rotation outside them.

Book a call

For demos, onboarding help, integration walkthroughs, or anything that benefits from a screen share, book a 30-minute slot at https://cal.com/ochre/intro-to-ochre. You will see live availability for the next two weeks.

What to include

The faster you give us context, the faster we resolve the issue. Include:

For bug reports

  1. Your workspace slug or the URL of the page where you saw the issue.
  2. A conversation ID, customer email, or screenshot.
  3. The exact time the issue started, in your local time zone or UTC.
  4. The browser and OS, if it is a UI issue.
  5. What you have already tried (the relevant troubleshooting article is enough).

For integration issues

  1. Which integration (Stripe, Slack, HubSpot, Linear, GitHub).
  2. Whether the card in Settings → Integrations shows green, yellow or red.
  3. The last successful event timestamp from the integration card.
  4. A specific example: "customer X has no Stripe data" or "channel #support has not pinged since 14:30 UTC".

For migration issues

  1. The migration job ID.
  2. The source platform.
  3. The current job status (queued, importing, failed, completed).
  4. The error reason if shown.

For AI questions

  1. Whether the AI is in Off, Suggest or Autopilot mode.
  2. Whether spend caps are exhausted.
  3. A conversation ID where the AI did or did not behave as expected.
  4. A screenshot of the receipts panel for that conversation.

Response times

We respond on weekdays during business hours within four hours, often faster. Outside business hours, urgent issues (production outage, security report) get paged. Non-urgent issues wait until the next morning.

If you are on an annual plan with a contractual SLA, we honour that SLA. See pricing overview.

Before you write

Most issues we see are covered by an existing article. Skim the matching one first. We will only ask you to walk it during the back-and-forth, so getting ahead of that saves a round trip.

Security and privacy

For vulnerability disclosure, write to hello@ochrehq.com with SECURITY in the subject. We treat reports confidentially and respond within one business day. See security overview.

For data export, deletion or GDPR requests, see GDPR and export data. Most are self-serve from inside the product.

Account and billing

Billing questions, plan changes, and refund requests go to the same address. We can also handle them in the Stripe portal directly. See changing your plan and refunds.

Feature requests

We read every feature request. The shortest path is an email with a concrete user story: who, what, why. Examples beat abstractions.

Status

If you suspect a platform-wide outage, write in anyway. We do not gatekeep based on status pages. If the issue is on our side and broad, we will tell you immediately and follow up with a postmortem.

Related reading

Was this article helpful?

← Back to Ochre Help
Contacting Ochre support · Ochre