Support
Support by plan
Every Cromus plan includes email support. The scope, speed, and depth scale with your tier.
What's included per plan
Builder
Email
First response: 2 business daysBug reports and unexpected behaviour
Account and billing questions
Dedicated onboarding
Skill review or co-authoring
Priority routing
Founding Member
Email
First response: 2 business daysBug reports and unexpected behaviour
Account and billing questions
Early-access feature guidance
Dedicated onboarding
Skill review or co-authoring
Priority routing
Ops
Email
First response: 1 business dayBug reports and unexpected behaviour
Account and billing questions
Usage Tracker and ROI Dashboard guidance
AI Department configuration help
Dedicated onboarding
Skill review or co-authoring
Agency / White Label
Email
Priority queue
First response: Same business dayBug reports and unexpected behaviour
Account and billing questions
Multi-workspace and resale configuration
White-label setup guidance
Priority routing ahead of lower tiers
Dedicated onboarding call
Enterprise
Dedicated channel
Email
First response: 4 hoursBug reports and unexpected behaviour
Account and billing questions
Dedicated onboarding and implementation guidance
Skill review and co-authoring sessions
Custom integration support
Priority routing — top of queue
SLAs apply on business days (Mon–Fri, excluding public holidays). Scope is for support requests; bugs are always accepted regardless of plan.
Common questions
What counts as a support request?
How do I submit a support request?
What does 'first response' mean?
Do Founding Members get faster support than Builder?
Can I upgrade my plan just to get faster support?
Will you review my SKILL.md files for me?
What if I want to request a new feature?
What's the refund policy?
Contact support
contact@cromus.aiEmail us from your Cromus account address. Include your plan, a description of the issue, and any relevant files.
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What counts as a support request?
Support covers bugs, unexpected behaviour, account issues, and billing questions across all plans. Higher-tier plans also get configuration guidance, usage help, and onboarding — see the plan cards above for the exact scope per tier.
How do I submit a support request?
Email contact@cromus.ai from the address associated with your Cromus account. Include a short description, your plan, and any relevant skill or workflow files. The more context you include, the faster we can help.
What does 'first response' mean?
First response is the time from when we receive your email to when a team member sends a substantive reply (not an auto-acknowledgement). Resolution time varies by issue complexity. SLAs apply on business days — Mon–Fri, excluding public holidays.
Do Founding Members get faster support than Builder?
Founding Members share the same 2-business-day first-response SLA as Builder, but their early-access context often means the team is already familiar with the features they're asking about, which can speed resolution in practice.
Can I upgrade my plan just to get faster support?
Yes — plan upgrades take effect immediately. If you upgrade mid-ticket, let us know and we'll treat the response against your new tier's SLA.
Will you review my SKILL.md files for me?
Skill review and co-authoring sessions are available on the Enterprise plan. For other plans, the Validator at cromus.ai/validator runs the same conformance checks automatically and highlights specific lines to fix.
What if I want to request a new feature?
Feature requests are welcome from all plans via email. They're triaged by the product team and don't follow the support SLA — but we do read every one. Founding Members and Enterprise customers get a direct line to flag high-priority needs.
What's the refund policy?
Billing questions including refund requests are handled case-by-case. Email contact@cromus.ai with your account email and a brief explanation. We aim to respond within one billing cycle.