Support
Reach a human.
Email [email protected] and a human on the Merkava team will get back to you — same-day for most messages, business-hours US Eastern. The chat widget at the bottom-right of every page answers common questions from the live KB and escalates anything else to the same inbox.
Common support questions, plainly answered.
How do I get help with Merkava?
Email [email protected] — a human on the Merkava team reads every message. The Relay chat widget on the marketing site (bottom-right bubble) handles common questions instantly and escalates anything else to the same inbox. Inside Merkava, the same Relay support Drive answers from the live KB.
What's the typical response time?
Same-day for most messages, business-hours US Eastern. Critical issues (production-down, billing failures, security concerns) get triaged immediately — flag the subject line as URGENT and we treat it as a page. We don't have a published SLA tier yet; if you need contractual response-time commitments, ask about Custom Enterprise on /pricing.
Is there 24/7 support?
Not on the standard plans — the team is small and on US time. The Relay chat widget answers from the live KB 24/7, and the system-status board is always live. For round-the-clock human SLA, ask about Custom Enterprise pricing.
How do I report a bug?
Email [email protected] with: what you were doing, what happened vs what you expected, your tenant ID (visible in the Merkava URL), and a timestamp. Screenshots help. We'll triage, log it, and reply with a fix ETA — usually same-day for blockers.
How do I request a feature?
Email [email protected] or just [email protected] with a subject of "Feature: [thing]." Customer pull is the strongest prioritization signal we read — items move up the list when paying operators ask for them. The public roadmap shows what's currently in flight.
Can I get help with onboarding?
Yes. Inside Merkava, the Ignition Drive walks you through first key-turn — connecting GitHub, scoping your venture, and hiring your first AI executive. If you want a live walkthrough with the team, email [email protected] and we'll book a 30-minute call. No call required for self-service signup.
What if I'm having an integration issue (GitHub, Stripe, etc.)?
Check the integration card in your Merkava workspace — it shows last-sync time and any error from the provider. Re-authing usually fixes token-expiry issues. If it persists, email [email protected] with the integration name and the error message; we'll look at the upstream API logs.
Where's the system status page?
Live at app.withmerkava.com/uptime. Shows real-time uptime for Merkava, the demo environment, and each external Drive (Quillsly, Relay, Centerline). Updated by automated probes every minute. Subscribe to email alerts on incident pages from there.
How do I cancel my subscription?
Go to Settings → Billing → Cancel. No phone gauntlet, no retention call. Cancellation takes effect at the end of your current billing period. Your data stays accessible through the end of the period; export it from Settings → Data Export. Trials cancel without any charge — see /try for trial terms.
Is there phone support?
Not on the standard plans — async/email is the default. We can do scheduled video calls for onboarding, troubleshooting, or just demos. Email [email protected] to book a slot. Custom Enterprise plans can include direct Slack Connect or a dedicated phone line.
Can I talk to the founder or product team?
Yes — Everett (founder) reads every email at [email protected] personally during the early-customer phase. We're a small team, so the person who replies is also the person who can change the product. Use that while it lasts.