Support

Get help

Most questions are answered fastest in the documentation. When they aren't, here is how to reach a human — and what to send so the first reply is useful.

⚠ Safety first

If a deployment presents a risk of injury or property damage, stop the equipment using your safety-rated controls. Do not wait for a support response.

SIP is an orchestration and choreography layer, not a safety system. Your emergency stop, guarding, and interlocks operate independently of us and are your first line of response.

Once the situation is safe, report it to safety@rsynq.ai with the subject line SAFETY INCIDENT. Safety reports are triaged immediately at every plan level, including the free tier. Include the deployment identifier, timestamps, the intents executing at the time, and device models involved.

Start here

ResourceWhat it covers

Documentation Concepts, architecture, and reference for the full protocol

Quickstart First intent executed in under ten minutes

API Reference REST and streaming endpoints, schemas, and error codes

SDKs Python, C++, Rust, TypeScript client libraries

Device Driver Library Supported hardware, driver status, and integration guides

Troubleshooting Common failure modes, error code index, and diagnostics

Status Live service health, incident history, and scheduled maintenance

Changelog Releases, breaking changes, and deprecation notices

Subscribe to status updates at status.rsynq.ai to be notified of incidents and maintenance before they reach your inbox.

Developer tier is supported through documentation and the community. We read the community channels, but we do not commit to a response time on free accounts.

Submit a ticket: support.rsynq.com or email support@rsynq.com from the address on your account.

Severity levels and response targets

Response targets are measured from ticket receipt during covered hours.

These are target times to first substantive response, not to resolution. We will tell you what we know and what we are doing, then keep you updated at an agreed cadence until the issue is closed.

Contractual service level commitments, where applicable, are set out in your Customer Agreement and control over this page.

Coverage hours

  • Standard support: [Monday–Friday, 9:00–18:00 Pacific Time], excluding U.S. public holidays

  • Japan and APAC coverage: [Monday–Friday, 9:00–18:00 Japan Standard Time] — [available to Enterprise customers / all paid plans]

  • S1 after-hours: [Enterprise only, 24×7 via the escalation path in your Customer Agreement]

Filing a ticket that gets solved on the first reply

Include as much of the following as applies:

  1. Account and environment — organization name, project or environment identifier, plan tier

  2. What you expected and what happened — in that order, in plain language

  3. Intent or execution ID and the timestamp in UTC, with the time zone you observed it in

  4. Execution logs — the relevant excerpt, not the whole file, plus the error code

  5. Device inventory — manufacturer, model, firmware version, and driver version for every device in the affected workcell

  6. Edge environment — hardware platform, OS, SIP runtime version, and network topology if relevant

  7. Reproducibility — always, intermittently, or once; and what you have already tried

  8. Blast radius — one device, one cell, one site, or the fleet

  9. Business impact — what is stopped and what it costs, which is how we set severity

Redact credentials, API keys, and personal information before sending. If a reproduction requires sensitive data, tell us and we will arrange a secure transfer.

Escalation

If a ticket is not progressing:

  1. Reply in the existing thread and ask for escalation, stating the business impact. Do not open a duplicate ticket — it resets the queue position.

  2. Enterprise customers: contact your dedicated technical contact directly.

  3. If still unresolved, email escalations@rsynq.ai with the ticket number.

Security

Report a vulnerability: security@rsynq.ai

We welcome good-faith security research and will not pursue legal action against researchers who:

  • Test only against their own accounts and deployments

  • Avoid privacy violations, data destruction, service degradation, and physical device manipulation

  • Give us reasonable time to remediate before public disclosure

  • Do not access, modify, or exfiltrate data belonging to others

Please include reproduction steps, affected endpoints or components, and impact assessment. We aim to acknowledge reports within 2 business days and to provide a remediation timeline within 10 business days. PGP key available at /security.txt. We do not currently operate a paid bug bounty program.

Suspected account compromise: email security@rsynq.com immediately and rotate your API keys from the dashboard. Do not wait for our reply to rotate keys.

Billing and account

For invoices, payment methods, plan changes, usage disputes, and cancellations: billing@rsynq.ai

Common requests handled directly in your dashboard: updating payment details, downloading invoices, viewing usage against plan allowances, setting usage alerts and spend caps, rotating API keys, and managing team members.

If usage looks wrong, send the billing period, the affected project, and the usage figures you expected. We will reconcile against metering records.

Privacy and legal

Support cannot process data deletion, access, or correction requests. Send those to privacy@rsynq.ai so they are logged and answered within statutory deadlines.

Community

Community channels are public. Do not post credentials, customer data, proprietary device specifications, or anything under NDA.

Beyond support

Some problems are engagements, not tickets. If you need integration engineering, a custom device driver, workflow design, an architecture review, migration from existing automation, or team training, see Professional Services or email partnerships@rsynq.ai.

Frequently asked

My intent executed but the outcome was wrong. Is that a bug? Possibly. SIP verifies outcomes against the success criteria defined in your intent, so a mismatch is often a criteria definition issue rather than an execution failure. Send the intent definition alongside the execution log and we will tell you which it is.

A device in my workcell isn't supported. What are my options? Check the driver library for status. If it isn't listed, you can build a driver against our driver SDK, or engage us to build it. Enterprise plans include driver development for your device classes.

Can I get support on the free Developer tier? Documentation and community, yes. Ticketed support, no — with the exception of safety and security reports, which we triage at every tier.

How do I report an outage? Check status.rsynq.ai first. If the status page is clear and you are seeing failures, open an S1 or S2 ticket with your execution IDs and timestamps.

Who do I contact about a partnership or OEM licensing question? partnerships@rsynq.ai — support cannot route commercial inquiries.

Contact directory

RSYNQ Corporation · 3858 W. Carson Street, Suite 220, Torrance, CA 90503, USA