Support
How to reach Ray9 — what to send us and what to expect.
Email is the canonical contact for everything: bugs, billing, integrations, partnerships, security disclosures, the lot.
contact@ray9.ai
This is the address you should use for support. Live engineers read it.
If your issue is urgent and you have an open incident — page is down, queries are billed but errored, etc. — open the email subject with [urgent] so we surface it faster.
What to include in a support email
Make it easy for us to find your specific issue:
- Your account email.
- A recent
requestId(response body field) orx-request-id(response header) for the failing call. This is the single most useful field — it lets us find the exact call in our logs without back-and-forth. - The exact request you sent, with the API key redacted (
Authorization: Bearer rk_…[REDACTED]). - The response you got back (HTTP status + body).
- A short expected vs. actual sentence — what you thought would happen, what did.
For billing questions, include the date range you're asking about and (if relevant) the org's billing email.
Security disclosure
For suspected vulnerabilities, email contact@ray9.ai with [security] in the subject. We respond to security reports within one business day. Please don't post them publicly until we've had a chance to fix.
SLAs
The internal targets we operate against:
- Production uptime: 99.9%+ for the API.
- Support response: best-effort within one business day for normal queries; faster for
[urgent]and[security]subjects.