Contact support

There are a few ways to get hold of us, in rough order of "how urgent is this":

1. Status page + email — for ongoing outages, we're probably already on it.
2. Email — for anything specific to your tenant, your fastest official route.
3. Report a bug — the in-app form for "this is broken", routed straight to our developers.
4. Discord — for Founder customers and for general "is this a thing?" questions.

Help and documentation

The ? (help) icon in the top toolbar opens this help site, help.opsmerge.cloud, in a new tab. Start here for how-tos and known issues.

If you can't find what you need, email us — see Email below.

Report a bug

If something in OpsMerge is visibly broken, use the in-app bug report rather than describing it from memory.

1. Open the account menu (the person icon in the top-right of any OpsMerge page).
2. Select Report a bug.
3. Fill in the form:
   • Summary — a one-line description.
   • Severity — Low, Medium, or High.
   • What happened? — the detail.
   • Steps to reproduce (optional) — what you did before it broke.
4. Paste a screenshot directly into the dialog (Ctrl+V, or Cmd+V on Mac) or attach an image file. The dialog stays open while you switch apps to grab one.
5. Click Send report.

The report automatically includes the page you were on, your browser viewport, and your account, so you don't need to repeat any of that. We confirm submission with a reference number you can quote if you follow up.

Specifics beat vagueness

"It doesn't work" needs three rounds of clarification before we can help. "When I click Save on a ticket priority change in client Acme Ltd, I get a red toast that says 'Permission denied' but I'm an Admin" is fixable on the first reply. Specifics save you time too.

This is for bugs. For account questions, billing, or anything that isn't a defect, email us instead.

Email

Email is the main route for anything that isn't a bug — account questions, billing, "is this expected?", or when you can't get into OpsMerge at all:

• General support: [email protected]
• General enquiries: [email protected]
• Billing: [email protected]
• Security incidents: [email protected] (PGP available on request)

Include your tenant name or registered email so we can find you.

Discord

The OpsMerge community Discord is the social, lower-formality channel.

• #general — for non-urgent questions, banter, war stories.
• #feature-requests — propose ideas; community vote with reactions; we read every one.
• #bugs — for "is this a bug or a thing?" before opening a formal ticket.
• #founder-only (Founders only) — direct line to the team for the Founder cohort.

Discord is not the place for:

• Production outages — email us first, then mention it in Discord if you want to. Discord channels aren't actively monitored 24/7; email is.
• Anything containing customer PII or credentials. Discord is a chat platform.
• Anything you'd want to be SLA-tracked.

Join via the invite link in your welcome email, or email us if you didn't get one.

Response times

We aim to reply to email during UK working hours (Monday to Friday) and we prioritise security and production-down issues over everything else. If something is genuinely production-affecting, put [OUTAGE] in the subject so it jumps the queue.

We don't publish a contractual response-time SLA — if you need one, talk to us.

Reporting security issues

For vulnerabilities, suspected breaches, or security concerns:

• Email [email protected].
• PGP key on request — ask at the same address.
• We publish a responsible-disclosure policy at opsmerge.cloud/security.

Please don't post security findings to Discord or the in-app bug report, where they may be visible to your tenant's users.

What we'll ask you for

When you email us or file a bug, having these ready speeds things up:

• Tenant name or registered email.
• The URL or page where the issue appears.
• Exact error message if there is one — copy/paste, don't paraphrase.
• Steps to reproduce — what you clicked, what you expected, what happened.
• Timestamp of when it happened (UTC ideal; local is fine if you say so).
• Screenshot or screen recording if relevant.

If you use the in-app Report a bug form, the page, browser, and account are filled in for you. The rest is on you.

What we won't do

• Take action on someone else's behalf without their authorisation.
• Reset passwords or change MFA without verifying identity (sometimes including a video call for sensitive cases).
• Discuss the details of one customer's tenant with another customer — even if they're related companies.
• Delete data without explicit, written confirmation from an Owner, and a cool-off period.

These aren't bureaucracy — they're how we avoid being a social-engineering vector.

Next

• Common issues
• Status & incidents