Contact and Support
We keep a small team, so the best way to reach us is email. We don't run 24/7 chat — it doesn't match the B2B workflow and it's a support-quality red flag when a small SaaS pretends to.
Email by topic
| Topic | Typical response | |
|---|---|---|
| Product support, bugs, "how do I…" | support@pay4feedback.com | Starter: best-effort. Growth: 24 business hours. Enterprise: 4 business hours. |
| Sales, Enterprise plan, custom terms | sales@pay4feedback.com | 1 business day |
| Privacy, GDPR subject requests, DPA | privacy@pay4feedback.com | 30 days (per Art. 12(3) GDPR), usually much faster |
| Security disclosure | security@pay4feedback.com | 2 business days, acknowledge immediately |
| General, partnerships, press | hello@pay4feedback.com | 2 business days |
What to include when writing in
To help us help you faster, please include:
- Your tenant ID — Settings → General → the UUID at the top.
- Campaign ID — if your question is campaign-specific.
- Response ID — if the question is about a specific submission.
- Steps to reproduce — even one sentence helps.
- Screenshots or a short video — for UI issues.
- Browser + OS — for widget issues.
SLAs (formal)
These apply to the Growth and Enterprise plans. Starter is best-effort — we try to reply within a few days but don't commit.
Growth plan
- Ticket acknowledgement: 24 business hours.
- First substantive response: 24 business hours.
- P1 issues (platform down, payouts stuck): within business hours, same day.
- Business hours: Monday–Friday, 09:00–18:00 CET.
Enterprise plan
- Ticket acknowledgement: 4 business hours.
- First substantive response: 4 business hours.
- P1 issues: within 2 hours during business hours; same-day outside.
- Dedicated account manager with direct phone line.
- Annual on-site review (optional).
Phone
We don't publish a support phone number — it doesn't scale and it punishes the rest of our customers by pulling the team off email. Enterprise customers have a phone line through their account manager.
Legal contact phone (GDPR Art. 13 requirement): +49 172 6600815. Monitored during German business hours.
Status page
https://pay4feedback.com/status — live health of the landing, dashboard API, and documentation, checked in real time from your browser. Refreshes every 30 seconds.
Office address
For legal correspondence (court papers, registered mail):
Dmytro Rybka Im Hoffeld 31/1 74427 Fichtenberg Germany
Full imprint: pay4feedback.com/impressum.
Feedback on our docs
Every docs page has an Edit this page link at the bottom. Fix a typo or propose a clearer explanation — pull requests welcome on GitHub. You'll get a shout-out in the changelog.
Community
We don't run a public Slack / Discord today. [Product strategy decision pending]: whether to open one once we hit ~50 active customers.