Contact

A person replies, every time

There is no ticket number, no automated first response and no chatbot. If the answer is that we cannot do what you have asked, you will get that answer with the reason rather than silence.

Which also means every target in that table is a promise we keep by hand. There is no system counting them, nothing measures whether we hit them, and we would rather say so than imply a service desk we do not run. If a reply is late, the honest recourse is to write again and say so.

There is also no second line to pass you to, and no manager who reads what the first person did not. Whoever replies is somebody who can change the product, which is the whole of the arrangement and also its limit: when they are wrong, there is nobody to appeal to except them. The about page treats that as both an advantage and a risk.

On the free plan

Support from a person with a target is not part of the free plan, and saying otherwise would set an expectation we could not meet. The help centre is open to everyone, on every plan, without signing in.

That said, if you are genuinely stuck on something that looks like a fault rather than a question, write anyway. A fault is our problem regardless of what you are paying, and we would rather know about it.

There is no sales call

No demonstration to request, no discovery call and no qualification. Create a free organisation and use it for a fortnight on real work. That will tell you considerably more than an hour with someone whose target you are.

If you genuinely want to talk to someone, write to hello@consonas.com and we will make time. It just is not a step you have to go through first. If what you want is somebody other than us to talk to, the customers page says where that stands.

We cannot look at your records to answer a question. Not without you asking us to, for a specific reason, and when we do it is limited to the people who need it and it is recorded. That means some questions have to be answered by describing what to look at rather than by looking.

We cannot recover a deleted organisation after the retention period. Thirty days of point in time recovery, then thirty days for backups to age out, and after that it is gone in a way we cannot undo. This is a consequence of deletion being real rather than a flag on a row.

We cannot move your organisation between regions. The database exists in the region you chose, which is the European Union or the United States, and organisations in the United Kingdom should choose the European Union. The remedy is a second organisation and an import, which takes minutes.

We cannot promise a date for something on the roadmap. We can tell you whether it is being worked on, whether anybody else has asked, and whether it has been decided against permanently. A date from a company our size is a guess with a confident voice.

We cannot let you back in without evidence you belong there. If the only person who could sign in has left, write anyway, and expect the exchange to be slower and more sceptical than you would like. A way back in generous enough to help every genuine case is also generous enough to hand someone's organisation to a stranger with a plausible story, and between those two failures we have chosen the one that leaves you locked out instead of the one that leaves you robbed.

We cannot confirm anything about an organisation to an address we cannot place. Accountants and consultants write to us about organisations they do not belong to and that is ordinary: say whose it is and in what capacity you are writing, and one line from someone inside it settles the rest. Where the work will continue, adding your adviser with the narrowest role that does the job beats either of us relaying messages, and the roles and permissions article covers what the narrow ones can actually do.

We cannot be your data protection officer. You are the controller of the records you hold, and no supplier can take that on for you. What we can do is make the obligations cheap to meet, which is why the tooling is on the free plan.