Support
Need help? Here's how to reach us.
Contact#
| Channel | Details |
|---|---|
| Support tickets | Support in the app sidebar — raise a ticket and track its status |
| Bug reports | Raise a support ticket. Include your build number (shown at the bottom of the Support page) so we know exactly which deployment you saw it on. |
| Feature requests | Raise a support ticket and tell us what you are trying to do |
| support@lathe.studio |
Support & Availability#
Every customer gets the same support. There is one plan — $25 per user per month, everything included — so support is not tiered and there are no add-ons to buy.
We answer email support during business hours (9am–6pm ET, Monday–Friday) and aim to reply as quickly as we can.
We have not published a service-level agreement yet. Rather than commit to an uptime or response-time figure we cannot yet stand behind, we would rather prove the platform first and publish an SLA we can honor.
Before Contacting Support#
Check these resources first — most questions are answered here:
- Quick Start Guide — Getting up and running
- User Guide — Complete feature documentation
- Jira Setup Guide — Jira Cloud integration
- API Getting Started — API integration
- Error Reference — API error codes and troubleshooting
- Changelog — Recent API changes
Reporting an API Issue#
When contacting support about an API issue, include:
- The endpoint and HTTP method (e.g.
POST /api/v1/builds) - The request body (redact your API key)
- The response status code and body
- The approximate timestamp (UTC)
- Your organization ID (found in Org Settings → Details)
This information helps us diagnose issues faster.
Status Page#
For real-time uptime and incident information, visit the Lathe Studio status page at status.lathe.studio.
Subscribe to status updates via email or RSS to be notified of incidents and planned maintenance.
Integration Help#
Setting up a tracker, chat, or automation integration — Jira, Azure DevOps, Slack, Teams, Bitbucket, GitHub, or a CI pipeline — is something we are happy to help with directly. Email us with the integration you are wiring up and what you have tried so far.