Getting support

Two ways to reach us

Use the contact page if you are signed out or want to attach a file. If you are signed in, the Feedback button in the bottom corner of any page is faster - it takes a category and a message and nothing else. The form opens in that corner and leaves the rest of the page usable, so you can copy text from the screen into your message.

Choosing a category

The category routes your request and sets its priority on our side:

• General support - anything that does not fit the categories below.
• Bug / problem - something behaved incorrectly, including a failed or wrong optimization.
• Billing - plans, invoices, refunds, and add-ons.
• Feedback - how the product is working for you.
• Feature request - something you want QueryBolt to do that it does not do yet.

Your support reference

Every request gets a reference that looks like QB-7K2M9Q. It appears on screen as soon as your request is logged and in the confirmation email we send. Quote it in any follow-up so we can find the original request immediately. The reference is random rather than sequential, so it reveals nothing about your account or our support volume.

What we attach automatically

When you report a problem from inside the app, we attach a short, fixed set of technical details so you do not have to describe your environment. That list is exactly:

• The page you were on (a path such as /jobs/42, never a full URL with parameters from elsewhere).
• Which environment you were using.
• The build identifier of the version you were running.
• Your browser’s user-agent string.
• The time you submitted the report.

If you report a problem from an optimization result page, we also record which optimization job it was - but only after confirming the job belongs to your account.

What we never attach

We never automatically copy your SQL, your table definitions or schema, your optimization results, your database connection details, or access credentials into a support request. If any of those are relevant, you decide what to include in the message you write. Attachments on the contact form are emailed to our support inbox and are never stored in our database.

Replying and retention

We reply by email to the address on the request. Resolved and closed requests are deleted automatically after a retention period; requests that are still open are never deleted on a timer. Deleting your QueryBolt account also deletes your support requests.