Operations
Support
How pilot clubs get help, what to include, and how incidents are escalated.
Last updated: 15 August 2026
Contact
Email support@getfiretender.com. For privacy or legal requests, use amundskristiansen@gmail.com. Include the club name, affected workflow, time, and a safe description. Never email passwords, access links, full member exports, or payment files.
Pilot response targets
- Critical: suspected cross-club disclosure, account takeover, or complete outage — acknowledgement within 4 hours.
- High: billing, signup, import, export, or email path unavailable — acknowledgement within 1 business day.
- Normal: usage question, data correction, or migration help — acknowledgement within 2 business days.
Guided onboarding
Pilot clubs receive a migration checklist, import preview, role review, and a 60-minute officer onboarding call. The customer approves imports before commit and names an owner for access, billing, and incident communication.
Escalation
Security and privacy reports are escalated directly to the supplier. Billing events are reconciled against Stripe’s event history; failed webhooks are replayed only after their idempotency state is checked. Operator access to customer data requires a support purpose, minimum scope, customer awareness where practical, and an auditable record.