Support
Already working with us? Here's how to get help.
Contact support
Email: joshua@mercury.one
Hours: Monday–Friday, 9:00 a.m.–5:00 p.m. Pacific Time, excluding U.S. holidays
Email is the fastest way to reach us. It creates a record and sends your request to the right person on your account.
Response times
Response times depend on your Run and Govern plan:
- Tier 1: Next business day
- Tier 2: Within 4 business hours
- Tier 3: Within 1 business hour
Your agreement or SOW lists the exact service levels for your account. If it differs from this page, your agreement controls.
What to include
Help us fix things faster by including:
- Your name and company
- Which automation or AI employee is affected
- What happened and what you expected to happen
- When it started, and whether it's still happening
- Screenshots, error messages, or example records (please don't email passwords or other sensitive data)
- How urgent it is and how many people are affected
Urgent issues
If something critical is down, such as an AI employee sending incorrect messages to customers or a workflow that has stopped running, email joshua@mercury.one with "URGENT" in the subject line.
If an automation is doing something harmful, you can pause it right away using the pause and disable steps agreed in your service agreement. Then contact us.
Billing questions
For invoices, payment status, or changes to your plan, email joshua@mercury.one with your company name and invoice number.
Not a client yet?
Start with an AI Opportunity Audit. We'll map where AI can save your team time and give you a clear plan.