> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ferrufino-tech-solutions.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Contact & support
> Reach FTS support by email. What the in-app AI copilot does and does not do, response times per plan, and where to send feature requests.
We're here to help. Support runs by email. The in-app AI copilot answers immediately as well — it does not replace support and needs the Team plan or above; the details are below.
## Email support
**Primary contact:**
📧 [support@ferrufino-tech-solutions.com](mailto:support@ferrufino-tech-solutions.com)
**For security/privacy issues:**
🔒 [security@ferrufino-tech-solutions.com](mailto:security@ferrufino-tech-solutions.com)
**For sales inquiries:**
💼 [sales@ferrufino-tech-solutions.com](mailto: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.
## In-app help widget
Inside the signed-in application, the AI copilot sits in the bottom-right corner:
click the **FTS-Clanker** speech bubble. It appears only when you are signed in
**and** your organisation is on the Team plan or above.
Ask your question in plain language. There is **no** category picker, **no** live
chat with a human and **no** feature-request form. The copilot is an AI
assistant — for anything else, send us an email.
The copilot answers immediately, around the clock. Check its answer — it comes
from an AI and can be wrong. A human is **not** reachable through this channel.
## Community & feedback
**There is no community forum and no public roadmap page yet.**
This section listed a forum with monthly virtual meetups and a roadmap you could
vote on, at `community.` and `roadmap.ferrufino-tech-solutions.com`. Neither
address has ever existed — both were written ahead of the plan and never marked
as such (corrected 05.08.2026).
Feature requests and bug reports reach us today by email at
[hello@ferrufino-tech-solutions.com](mailto:hello@ferrufino-tech-solutions.com),
and every one of them is read by a human rather than counted by a voting widget.
That is the address in our Impressum and the one every other FTS surface uses —
an earlier version of this page named `product@` instead, which appears nowhere
else in this product.
## Availability and phone support
**There is no emergency phone line, no Account Manager and no on-call paging —
on any plan, Enterprise included.** This section described all three, plus a
30-minute paging promise. None of it exists: FTS is run by one person and
nothing pages anybody. E-mail is the fastest route, and for a critical incident
(data loss, system down) put **\[CRITICAL]** in the subject.
**And there is no per-plan service level.** Section 8 of our
[Terms](https://app.ferrufino-tech-solutions.com/terms) states **one** targeted
monthly average of **99.5 %** for Starter, Team and Enterprise alike. Planned
maintenance is announced **48 hours** in advance.
The same promise still stands uncorrected in the plan overview
(`/en/account/plans`), in both languages — open item #110. Where the two
disagree, the German AGB prevail — these Terms say so in their own header.
For a critical incident:
1. E-mail [support@ferrufino-tech-solutions.com](mailto:support@ferrufino-tech-solutions.com) immediately
2. Subject line **\[CRITICAL]** — plus one sentence on what is lost or unreachable
3. There is no emergency phone number to fall back on, so the e-mail is the fastest path
## Self-service resources
Before reaching out, check these resources:
* **Troubleshooting guide**: [/en/troubleshooting](/en/troubleshooting)
* **Getting started**: [Create your first case](/en/guides/first-case)
* **FAQ**: [/en/faq](/en/faq) — a published page, free and without a login. An
earlier version of this list sent you to the in-app copilot instead, which
needs the Team plan and a sign-in for something that is one click away here.
* **Data export** (there is no public API yet): [/en/account/data-export](/en/account/data-export)
* **Status page**: [status.ferrufino-tech-solutions.com](https://status.ferrufino-tech-solutions.com)
## Reporting security vulnerabilities
If you discover a security vulnerability:
1. **Do not** publicly disclose it
2. Email [security@ferrufino-tech-solutions.com](mailto: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
## Submitting feedback
We'd love to hear your thoughts on FTS:
Email [hello@ferrufino-tech-solutions.com](mailto:hello@ferrufino-tech-solutions.com).
There is no in-app feature-request form — the copilot is an AI assistant and does
not forward requests.
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."
## Status & incident updates
Monitor FTS status in real-time:
**Status page:** [status.ferrufino-tech-solutions.com](https://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.)
## Getting started? Read these first
We're excited to support your team. Let's build a knowledge-driven operation together!