Enterprise Support
Organizations on an enterprise support plan get a ticket portal, email intake, and contracted response times. If your organization is not on an enterprise plan, use the chat widget in the bottom-right of the app instead.
Raising a ticket
From the portal
Open Support in the app. You will see every ticket your organization has raised, its status, and the full conversation. Replies from our team appear there, and you can reply in the same thread.
By email
Write to support@vectorize.io from an address on one of your organization's registered domains. A ticket opens automatically and you will get a reply in the same email thread.
Mail from an unregistered domain is not turned into a ticket. If your colleagues use a second domain, ask us to add it.
You will get an automatic acknowledgement within a few minutes confirming the ticket number. It arrives as a reply in the same thread, so your mail client keeps everything together.
Replies keep the [HS-1234] marker in the subject line — that is how we thread
your message onto the right ticket. Leave it in place when you reply, and your
message is added to the existing ticket rather than opening a new one.
The acknowledgement is sent once, when the ticket opens. You will not get one for each message afterwards.
Setting the priority of an email ticket
Emailed tickets open at your organization's normal priority. To ask for something more urgent, put the priority in square brackets in the subject line:
[urgent] Recall is returning 500s for all users
Recognised values, in any capitalisation:
| Token | Use it when |
|---|---|
[urgent] | Production is down or unusable for your users |
[high] | Significant degradation, or a workaround exists but is painful |
[normal] | Ordinary questions and requests — the default |
[low] | Minor issues, documentation, cosmetic problems |
Three things worth knowing:
Only the subject line is read. A priority written in the body of the message is not picked up. This is deliberate — replies quote the whole thread, and we cannot reliably tell your new words from a quotation of an earlier message.
The brackets are required. Writing URGENT: or "this is urgent" in the
subject does not change the priority. We only act on the bracketed form, so that
an ordinary sentence mentioning the word never silently changes your ticket.
It applies when the ticket opens. Adding a token to a reply does not change the priority of an existing ticket — tell us in the message and we will adjust it.
Portal tickets have a priority dropdown instead; no token is needed.
How response times are measured
Your plan sets a target time to a first human response, per priority. That target is measured inside your support window, not around the clock.
If your window is 8am–8pm and you write at 7:45pm with a 30-minute target, the clock records 15 minutes that evening, pauses overnight, and resumes when the window opens — so a reply is due at 8:15am, not 8:15pm. Time outside your support window never counts against the target.
Your support window and response targets are set by your agreement with us. Ask your account contact if you are unsure what they are.
Getting a person
Enterprise tickets go to a human. There is no AI first-responder on the portal or on email — that is only on the chat widget available to all plans.