Support

Email. That is the channel.

Write to support@soloinc.ai. A small company reads it: Customer Support drafts the reply, the Human approves it, and it comes back to you. No phone support, no calls, no meetings.

1 · In the console

The circled ? everywhere.

The circled ? on every board, panel and sheet opens the help for what you are looking at. The Ask box on the help sheet answers from the docs, and Send feedback opens a pre-filled issue.

2 · The docs

docs.soloinc.ai

Install, onboard, concepts, operate, rules, roles, models, governance, security, the licence and the FAQ. The same pages the Ask box answers from. Open the docs.

3 · Email

support@soloinc.ai

For anything the first two did not answer, and for licence, key and refund questions.

What to include

Five things make a reply faster.

None of them needs a terminal. Everything below is on a screen in the console.

1The version, shown under Settings › Licence

2The machine, Mac or Windows, and which channel the workload was on: the seat, a local engine, or a metered provider

3The screen you were on and what you pressed

4What you expected and what happened instead, in a sentence each

5If a run is involved, the run's id from Runs or its Trace. Do not paste a credential; the console redacts them from what it publishes, but an email does not.

What to expect

Honest response times from a small company.

Customer Support is an agent. It drafts every reply; nothing is sent until the Human approves it, and approvals happen in batches. Expect an answer within a few business days, sooner for a paid key that has stopped working, and later when the Human is away.

There is no status page and no uptime promise: the product runs on your machine, so there is nothing of ours to be up.

Before you write

Check you are on the latest release: the window shows an update chip when one is out, checked once a day. Update with the installer; the engine brings its state up to the new release's shape when it starts.

Report a vulnerability

security@soloinc.ai

Say what you found, how to reproduce it and what it exposes. Encrypt if you like; a PGP key will be published with the first tagged release. In scope: the console, the runtime, the shim, the doors, the hosted dashboard publisher, the licence gate, the installers and the container image. Out of scope: the third-party services you connect, and anything that needs a compromised machine or a compromised seat.

What the product does about each concern is on the trust page, with the tests by name. The posture is in the security docs.

3Acknowledged within 3 business days.

10Assessed within 10 business days, with a severity and a plan.

→Fixed in the next release when confirmed. A critical issue ships as a patch release as soon as it is fixed.

0No bounty. Acknowledgment in the release notes if you want it.