Real people, clear hours, and a reply you can count on.
Reach us at support@softwareforresearch.com and we will reply within 48 business hours; usually much sooner. We keep regular hours, we tell you when we are closed, and we give paid customers immediate notice of any unplanned downtime.
The fastest way to get help is by email. If your institution has a dedicated support channel set up with us, that works too.
Write to us at support@softwareforresearch.com. This is the best channel for most questions and reaches our whole team.
If we have set up an authorized channel for your institution, such as a shared Slack workspace, you can reach us there as well. Not sure if you have one? Just ask us by email.
We guarantee a reply within 48 business hours of receiving your message. In practice we are usually quicker, but that is the commitment you can hold us to. Business hours are counted using the schedule below, so a message sent late on a Friday is answered by the equivalent point the following week at the latest.
Our support team is available during the following hours:
Messages that arrive outside these hours are picked up when we are next open, and the response-time clock counts only the hours we are open.
We are closed on all U.S. federal holidays, as well as:
If we ever need to close at another time, paid customers will be given at least 72 hours' notice in advance.
You can check the current status of our platforms anytime at pulsar.appsignal-status.com. It is the fastest way to see whether an issue is on our end before reaching out.
Email us at support@softwareforresearch.com and we will get back to you.
We're happy to walk your team through the platform and answer any questions.
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