Email [email protected] for account, product, billing-routing, privacy, or security help. There is no separate public ticket portal or public status page in the current release.
1. What support covers
- sign-in, invitations, account roles, and workspace access;
- CTM or CallRail connection status and imports, supported namespaced CTM tag delivery, and visible signed-webhook delivery errors;
- weekly digests, instant lead alerts, and review-from-email behavior;
- AI configuration, budget states, and visible assessment failures;
- subscription or credit questions that need to be reviewed against Stripe records;
- privacy, account closure, and suspected security incidents.
2. What to include
Include the paying-account and workspace name, the affected feature, the approximate date and time with time zone, what you expected, what happened, and any safe error message or LeadDecide record identifier. State whether the issue is continuing and how many users or leads are affected.
Do not email passwords, invitation or password-reset links, unused email-review links, provider or AI API keys, webhook secrets, full payment-card numbers, or unrelated raw lead data. Support will not ask for a user's password.
3. Security and privacy reports
Put Security or Privacy at the start of the subject and describe the affected account, timing, and observed behavior without sending active secrets. If an authorized user or email link may be compromised, revoke the access where available and identify that action in the report.
4. Response and availability expectations
Unless a separate signed agreement states otherwise, LeadDecide does not provide a guaranteed first-response time, resolution time, 24/7 support commitment, uptime percentage, service credit, or custom disaster-recovery objective. Requests are reviewed based on customer impact, security risk, and the information available.
LeadDecide depends on hosting, PostgreSQL, Stripe, SendGrid, CTM, CallRail, optional AI providers, recipient mail systems, and customer-configured destinations. An issue in one of those services may limit what Website Genii can diagnose or restore directly.
5. Customer responsibilities
- maintain authorized account contacts and revoke users who no longer need access;
- maintain provider accounts, credentials, recording permissions, email recipients, and customer-configured destinations;
- review visible delivery errors and human-confirm AI suggestions before relying on an outcome; and
- retain any exports or records the customer independently needs under its own retention obligations.
6. Billing, cancellation, and data requests
Billing changes normally begin in the Stripe portal available from the account billing page. Refund and cancellation rules are in the Refund & Cancellation Policy. Account closure and deletion are separate verified requests handled under the Privacy Policy.
7. Contact
Questions or requests can be sent to [email protected].