Support
We support every customer directly through the engineering team that builds and operates the platform. There are no outsourced help desks or ticket queues between you and the people who can resolve your issue.
Support Channels
Slack / Shared Channel
Growth and Enterprise customers get a shared Slack channel or equivalent for fast, informal coordination during onboarding and production issues.
Scheduled Escalation Calls
For complex issues, architecture reviews, or quarterly business reviews, we schedule video calls directly with the engineering team.
In-App Help
Contextual guidance and documentation links are available inside the platform UI, with direct links to raise a support request.
Response-Time Targets
| Severity | Definition | First Response | Target Resolution |
|---|---|---|---|
| Critical | Production model or serving endpoint down; no recommendations being served. | Within 4 hours | Same business day (mitigation), full fix as fast as possible |
| High | Significant degradation: training failures, data pipeline errors, or partial serving issues. | Within 1 business day | Within 2 business days |
| Standard | Configuration questions, feature requests, documentation requests, or non-urgent issues. | Within 2 business days | Within 5 business days, or scheduled in roadmap |
Business hours are Monday–Friday, 09:00–18:00 EEST/EET. Critical issues are handled on-call outside business hours for Enterprise customers.
Escalation Path
- Initial triage: Support request is acknowledged by the engineering team and assigned a severity.
- Engineering investigation: The team that built the relevant component investigates and communicates status every 4 hours for Critical issues.
- Founder escalation: If a Critical or High issue is not resolved within the target window, it is escalated directly to the founder for resource allocation and customer communication.
- Post-incident review: For Critical incidents, we provide a written root-cause analysis and prevention steps within 5 business days.
Scope of Support
Recs Studio support covers the platform itself: data pipelines, model training, deployment, serving endpoints, monitoring, and the user interface. We do not manage your source databases or cloud accounts, but we will guide your team on network access, IAM, and schema requirements.
Open a Support Request
Email support@recs.studio with a short description of the issue, the affected model or endpoint, and any error messages. For sales or demo requests, use the Request a Demo button.