ARK

Contact

We keep support simple: one email address, clear expectations, and priority for subscribers. Here's how to reach us and what to include so we can help quickly.

How to contact support

Email

support@arkteams.io — for all product, billing, and installation questions.

We read every message. Expect a reply within:

You areResponse time
An active subscriber1 business day
Within your 3-month update window2 business days
Out of your update window3–5 business days
A prospective buyer (pre-sales)1 business day

Business days are Monday–Friday, excluding US holidays.

Dashboard support form

If you're logged into the buyer dashboard, Dashboard → Support has a simple form that sends directly to our inbox and pre-populates your account context (email, products owned, subscription status). Use this when your question is about a specific purchase — it saves us a back-and-forth to identify your account.

Security reports

security@arkteams.io — for security vulnerabilities in ARK products. Do not open a public GitHub issue for security bugs.

We aim to acknowledge within one business day and ship a priority update PR to affected buyers.

Sales and partnership

sales@arkteams.io — for volume licenses (5+), enterprise support, custom arrangements, or partnership inquiries.

What to include in a support request

The more context you give us upfront, the faster we can help. Please include:

Always

  • Your license key (format: ARK-XXXX-XXXX-XXXX-XXXX) or the email you purchased with
  • Which product you're asking about (Track, Comms, Pulse, Ink, etc.)
  • What you're trying to do in plain language

For technical issues

  • What you did — the specific steps leading up to the problem
  • What you expected — what should have happened
  • What happened instead — the actual behavior, with screenshots or a screen recording if it's UI-related
  • Error messages — the full stack trace, not just the first line. Browser console errors, Vercel deployment logs, and Supabase logs are all useful.
  • What you've already tried — so we don't suggest things you've ruled out

For customization issues

  • The prompt you gave the AI tool, if any
  • The generated code (or a link to the PR / commit)
  • The files you were modifying
  • The error when it broke

For billing issues

  • Order number from your purchase confirmation email, or the Stripe charge ID
  • The date of the charge in question

What not to send

Don't send raw customer data

If you're reporting a bug in Track about how contacts display, don't paste your actual contact list — send a screenshot of the empty-state UI or seed a test contact with dummy data. We don't want to see your customer PII, and you don't want to send it over email.

Don't send service role keys or passwords

We'll never ask for your Supabase service role key or your admin password. If someone claiming to be from ARK support asks for either, it's not us. Report the message to security@arkteams.io.

Don't send entire repo zips

We don't need your whole codebase. The files relevant to the issue (usually 1–5 files) are enough. If you absolutely need to share a larger context, a GitHub invitation to a private branch is better than an email attachment.

Response expectations

First response

We aim to acknowledge every message within the timeframe above. "Acknowledgment" means a human has read your message and either:

  • Answered it
  • Asked a follow-up question
  • Told you what we're investigating and when you'll hear back

It is not an auto-reply.

Resolution time

We can't promise a fix timeline without seeing the issue. Simple fixes (config errors, documentation gaps) usually resolve on the first reply. Bugs in product code ship as priority update pull requests to affected buyers, typically within 3–10 business days depending on severity.

Active subscribers' issues get triaged first.

When we escalate

Some issues need engineering time to investigate:

  • Bugs that aren't reproducible from your description
  • Data corruption or loss reports
  • Security reports
  • Deployment failures we haven't seen before

When this happens, we'll tell you we're escalating and give you a realistic check-in time. We don't leave you wondering.

What we can't help with

To set expectations honestly:

We don't do free custom development

We support the base products and their documented customization workflow. If you need someone to build a specific feature for you, we can refer you to freelancers familiar with the ARK codebase — email support@arkteams.io and ask for the current list.

We don't debug your AI tool's output line-by-line

If Claude Code (or another tool) produced code that doesn't work, we'll help with the concepts, point you at the right files, and suggest prompts. We won't sit with you while you iterate on the AI — that's the customization workflow you own.

We don't support ARK products deployed by third parties

If someone else deployed ARK for you and you bought the license from us, we support the product. If they made customizations you don't understand, we'll do our best, but we can't troubleshoot third-party custom code.

We don't support unsupported hosting

ARK products are tested on Vercel + Supabase. Self-hosted Postgres, other hosts (Netlify, Render, Fly.io, etc.), or Docker deployments — we can't guarantee support. They often work fine, but we can't always reproduce issues there.

Feedback

We'd love to hear:

  • What's working in ARK
  • What isn't
  • What products you wish existed
  • Documentation that's confusing
  • Features you'd pay more for

Email hello@arkteams.io or, if you're in the dashboard, Dashboard → Support → "Feedback, not a bug". Nothing gets ignored — even if we can't ship what you're suggesting, we'll tell you why.

Where to go next