Real humans, predictable responses
Four ways to reach the Batchrouter team. The support response and availability targets below are the goals we aim for during our alpha.
Email support
1 business day response. Priority customers within 4 hours.
support@batchrouter.comShared Slack
A direct channel with the on-call engineer. Same business hours coverage.
Request accessSupport response targets
| Plan | First response | P1 response | Availability goal |
|---|---|---|---|
| Starter | 1 business day | — | 99.5% |
| Growth | 4 business hours | 1 hour | 99.9% |
| Scale | 1 hour | 15 minutes | 99.95% |
Support response and availability targets are internal operational goals for our alpha, not a contractual guarantee or uptime SLA. The only contractual SLA today is the 24-hour batch delivery SLA — see the SLA; its sole remedy is the service-fee refund on miss.
Frequently asked
What counts as a P1 incident?
Total batch submission failure, webhook outage, or dispatch stuck longer than your selected SLA window.
Do you offer phone or on-call paging?
Scale and Enterprise plans include a dedicated paging contact for P1 incidents.
Where is data residency handled?
You can restrict eligible provider lanes to US or EU regions; most lanes default to global. We don't pin a specific datacenter.
Still stuck?
Email support@batchrouter.com with your batch id and we'll trace it.