Talk to a person, not a queue.
Contact the IndraTrace team at Indrasol. Support, security, privacy and billing each have their own mailbox, and a person reads every one of them.
4 mailboxes
One for each kind of question, so it reaches the right person.
No tickets
There's no ticket system between you and us. You write, we read.
A few days
We reply within a few business days.
Where to write
Each mailbox says what to include, so we can help on the first reply instead of the third.
Support
Product questions, problems, and how do I.
What to include: Your organisation name and, if it's about something specific, a trace id or incident id.
Security
Responsible disclosure of security issues.
What to include: Steps to reproduce and the impact you believe it has. We acknowledge every disclosure and keep you informed until it's resolved.
Please don't test against other customers' data.
Privacy
Access, export, correction, and deletion requests.
What to include: Which organisation or account the request is about, and what you're asking for: access, export, correction or deletion.
Billing
Invoices and payments.
What to include: Your organisation name and the invoice month.
Common questions
Quick answers before you write.
How quickly will I hear back?
We reply to every mailbox within a few business days. Support is handled by email during business hours.
Is there a ticket system or support portal?
No. Every email goes to a person who reads it and replies directly.
How do I report a security vulnerability?
Email security@indrasol.com with steps to reproduce and the impact. We acknowledge every report and keep you updated until it's fixed.
How do I export or delete my data?
You can export or delete a product, organisation or account from inside IndraTrace. For anything else, email privacy@indrasol.com.
When am I billed?
After the month, for the month. You save a card, you send, and we charge it on the 1st for the month before, so you are never paying in advance for volume you might not use. Tax is added at close by Stripe Tax from your billing address. For a question about an invoice, email billing@indrasol.com.
Where do I report a bug in the SDK?
Open an issue on the Python SDK repository on GitHub. Pull requests are welcome too.
Building with the SDK?
The Python SDK is open source. Bugs, feature requests and pull requests are welcome on GitHub, and the quickstart walks you through setup.
By post
6101 Bollinger Canyon Rd, Suite 335 C
San Ramon, CA
United States
For anything time-sensitive, email is faster than post.
Want to know who we are first? Read about Indrasol