Contact and response times
How to reach Spexsure support and what to expect
Spexsure support is provided by the Heuristicworks team. We are a small team — you hear from us directly, not a support bot.
Contact channels
- In-app bug reporter — best for technical issues (includes context automatically)
- support@spexsure.com — general support, billing, and access issues
- legal@heuristicworks.com — privacy, GDPR data requests, DPA requests
- security@spexsure.com — responsible disclosure of security vulnerabilities
- beta@heuristicworks.com — beta programme enquiries
Response time targets
- P0 Critical (sign-in failures, data loss, billing errors): 4 hours
- P1 High (core workflow broken, Jira push failing): 1 business day
- P2 Medium (cosmetic issues, minor errors): 3 business days
- P3 Low (feature requests, general questions): 5 business days
Known Issues page
For active platform-wide issues, see spexsure.com/known-issues. That page is updated in real time as issues are confirmed, progress, and resolve.
Can't find what you need?
Send us a message — we reply within 2 business days. Or check the Known Issues page for platform-wide issues.