Contact Support
Support email
Section titled “Support email”This is the primary channel for all support requests — billing questions, technical issues, deployment help, and access problems.
What to include
Section titled “What to include”A complete first message saves time and avoids back-and-forth. Please include:
- Organization ID — visible in the dashboard URL (the UUID segment after
/org/) or on the Settings page. - Affected user or device — employee email or device hostname, if the issue is device-specific.
- Timestamp — when the issue occurred, in your local timezone with UTC offset.
- Browser and extension version — visible at
chrome://extensionsnext to the Robost entry. - Screenshots or screen recordings — especially for UI issues or unexpected policy behaviour.
- What you expected vs. what happened — a brief description.
Urgent issues
Section titled “Urgent issues”For issues causing widespread outages or data access failures, prefix the subject line with URGENT. This signals to the team that the request needs immediate attention. There is no separate phone line or emergency pager — email with URGENT in the subject is the escalation path.
Response times
Section titled “Response times”Response times are not published here as they depend on your subscription tier and any support agreement in place. Contact support to confirm what is covered under your plan.
Self-service resources
Section titled “Self-service resources”Before contacting support, check:
- FAQ — answers to common questions
- Known Issues — current tracked issues and workarounds
- Extension Deployment — MDM rollout, enrollment tokens, and troubleshooting tips