A form would mean a third party holding your enquiry or an endpoint of ours to maintain, and in exchange you lose a copy in your own sent folder and a thread you can reply to. Email is better at this and it has been for thirty years.
Each address below says who reads it and what to include, because the difference between a useful first message and a round trip is usually two sentences of context.
Somebody who has read the code, not a sales desk.
What to include
Roughly how much money, roughly how often, and which direction it mostly goes. That is enough to talk about pricing, and it keeps the first call to fifteen minutes instead of forty.
Whoever wrote the part you are stuck on.
What to include
The request you sent with the key redacted, what came back, and what you expected. If it is a webhook, say which framework you are using, because four times out of five the answer is about raw request bodies.
Read the same day.
What to include
Enough to reproduce it. We will confirm receipt, tell you what we think it is and tell you when it is fixed. We will not threaten you, and we will credit you by name if you want that. There is no bounty programme yet and saying so is better than implying one.
Answered properly, which sometimes means slowly.
What to include
The list from your own counsel, in full. We would rather answer twenty specific questions now than find at contract stage that the compliance page left out the one that mattered to you.
01What to expect
Stated so you know whether to chase, which is the only reason anybody reads this section.
A person, within a working day
We are small enough that this is true and honest to promise. When we are large enough that it stops being true, this sentence changes rather than quietly becoming aspirational.
Security the same day
Acknowledged on the day it arrives, even if the answer takes longer. Sitting on a security report is the one thing we would least like to be caught doing.
No drip campaign
Writing to us does not subscribe you to anything. There is no newsletter to leave, because there is no newsletter.
Nairobi hours, mostly
East Africa Time. Not a follow-the-sun support desk, and pretending otherwise would just mean a slower reply from somebody who knows less.
02Possibly faster
Not a brush-off. These pages exist because the same questions arrived enough times to be worth writing down properly.