Contact Support
Performance Scoring has always been known for our relentess service. No chance you will ever find better customer service. We mean that in the most humble way, of course.
What should I include in a support request?
Give us the fast track: your org name, the page or meeting link, who’s affected, exact steps to reproduce, what you expected vs. what happened, and timestamps.
Locked-out after too main failed attempts?
For security, we use OTP (one-time passcodes) and a lockout rule: 5 failed attempts = a 12-hour IP lock. This protects your account from brute-force / credential-stuffing attacks. You can either wait for the lockout to expire or message Support and we’ll unblock your IP.
When you contact us, include:
- Your org name and username/email
- Your public IP address (home/office/VPN)
- The approx. time of the lock and any error message
Quick self-checks before you retry:
- If using an authenticator app (TOTP), make sure your phone’s time is set automatically (TOTP is time-based).
- Enter the 6-digit code promptly (within 30 seconds) and avoid auto-fill/spaces.
- If on a VPN/proxy, try disconnecting or switching networks—your IP may be shared and rate-limited.
- If you have backup codes, you can use one to sign in and then reset your factors.
If this happens often, ask us about enabling SSO for your org and reviewing 2FA settings.
How fast do you respond, and how do you triage?
We prioritize by impact: P1 (system-wide or no-work alternative), P2 (major feature impaired), P3 (degraded but workable), P4 (how-to). We reply quickly during business hours, with enterprise SLAs honored on contract—flag severity when you write in.
Will support access our data?
Only if you permit it. We use least-privilege access, audit everything, and ask for explicit, time-boxed consent before viewing customer content. Redact sensitive info in screenshots if needed—we’ll guide you on secure ways to share diagnostics.
