Support quality was the single most-cited failure mode across the 200 merchant complaints we mined from the five biggest wholesale apps — 37 verbatim complaints, by far the most common pattern. AI-only ticket systems, 9-day delays, ghosted email threads. We can't fix that for the whole category. But we can promise it won't happen here, and we publish live numbers to keep ourselves honest.
Email [email protected]. That goes straight to a real inbox monitored by humans. If your issue is urgent and you're on Scale, mention "Scale: urgent" in the subject — that triggers a same-business-day reply commitment.
If you're a founding customer, we will have given you a direct address. Use that — it bypasses the queue entirely.
We track the time between your email landing and our human first reply. We do not count auto-acknowledgements, weekend hours, or US federal holidays. We publish a 30-day rolling average above. If you can show us a 30-day window where we missed the SLA, we extend your subscription by a free month.