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We’re here to help. Get support via email, in-app chat, or join our community.

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Email support

Primary contact: 📧 support@ferrufino-tech-solutions.com For security/privacy issues: 🔒 security@ferrufino-tech-solutions.com For sales inquiries: 💼 sales@ferrufino-tech-solutions.com Response times:
  • Starter / Team: 1 business day (during EU business hours)
  • Enterprise: 4 hours (24/5, or custom per SLA)
Include your workspace name and a clear description of your issue to speed up resolution.

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In-app help widget

Click the ? icon in the bottom-right corner of any FTS page. From here you can:
  • Search knowledge base: Quick answers to common questions
  • Chat with support: Send a message (available during business hours)
  • Report a bug: Directly send screenshots and error details
  • Request a feature: Suggest improvements to the FTS roadmap
The in-app widget is available to all users. Chat response time is typically 2–4 hours on business days.

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Community & feedback

Community forum: community.ferrufino-tech-solutions.com
  • Share tips and best practices with other FTS users
  • Vote on feature requests
  • Report bugs and discuss workarounds
  • Participate in monthly virtual meetups
Product roadmap: roadmap.ferrufino-tech-solutions.com
  • See what we’re building next
  • Vote on upcoming features
  • Submit your own feature requests
  • Track progress on planned work

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Enterprise: phone support

If you’re on an Enterprise plan with a custom support SLA:
  1. Contact your Account Manager for the direct emergency phone line
  2. For critical incidents (system down, data loss), call the emergency line anytime
  3. We’ll page on-call engineers within 30 minutes
Emergency phone support is available only to Enterprise customers with active SLAs. Standard support channels (email, widget) work for all plans.

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Self-service resources

Before reaching out, check these resources:

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Reporting security vulnerabilities

If you discover a security vulnerability:
  1. Do not publicly disclose it
  2. Email security@ferrufino-tech-solutions.com with:
    • Vulnerability description
    • Steps to reproduce
    • Potential impact
    • Your contact information
  3. We’ll respond within 1 business day
  4. We follow responsible disclosure and will credit your discovery

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Submitting feedback

We’d love to hear your thoughts on FTS:
  1. Click the ? → Request a feature in-app
  2. Visit the product roadmap
  3. Email product@ferrufino-tech-solutions.com
The more specific your feedback, the better we can prioritize. Example: “Add filtering by severity in the case list” is more actionable than “Make search better.”

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Status & incident updates

Monitor FTS status in real-time: Status page: status.ferrufino-tech-solutions.com
  • View current system status (Operational, Degraded, Down)
  • See historical incident timeline
  • Subscribe to status updates via email or SMS
  • Component-level status (API, Database, Storage, etc.)

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Getting started? Read these first

Create your first case

Invite your team

Troubleshooting

Plans & pricing

We’re excited to support your team. Let’s build a knowledge-driven operation together!