Contact & support
01 · THE ROUTESpick the right queue and the clock starts now
[email protected]1 business day
Product and integration questions. Fastest route for anything with a message id from your log, or a req_ id from an error page — the log usually answers before we do.[email protected]2 business days
No bug bounty · Disclosure policyVulnerability disclosure only — read by a human first, ahead of every other queue. Disclosure policy. No bug bounty — we say that here rather than let you discover it.[email protected]2 business days
Security questionnaires, data processing agreement walkthroughs, vendor review. Answered in writing you can attach to the file — no discovery call required, ever.[email protected]1 business day
Invoices, plan changes, account access. A charge we got wrong is put right — the refund policy says how.BEFORE YOU WRITEOpen the message in your Message Log. The status line carries your mail server's own reply, word for word, with the time it was accepted. If that line still does not make sense, paste it into the form and we will read it with you.API reference and error types →Is something down right now? Status page →
02 · WRITE TO USthe form routes for you — category picks the queue
Write to usroutes to [email protected]
Wrong-queue mail is the main cause of slow replies: security@ is triaged ahead of everything, so a routing question sent there waits behind a re-route — which is why the form picks the queue for you.Received spam or phishing from a sender using Spoolway? Report abuse — the report is stored before anyone is notified, and we investigate every report. Platform staff access to your account is audited on entry and exit.
HONESTY NOTE · These are commitments to reply, in business days, America/Toronto — not promises to resolve. A hard problem gets an honest "here's what we know so far" inside the window, not silence until it's fixed.
03 · WHAT WE ARE NOT — AT CURRENT COMPANY SIZE
No 24/7 phone line. Email routes above, business days, Toronto time.No Slack channel. Email is the queue. We will not sell a shared channel we have not built.No on-site audits. Written answers instead; DPA §13 names the only exceptions.
Stated here rather than discovered in negotiation. Each one changes as we grow, and the last-updated date on this page moves when one does.BEFORE YOU WRITEOpen the message in your Message Log. The status line carries your mail server's own reply, word for word, with the time it was accepted. If that line still does not make sense, paste it into the form and we will read it with you.API reference and error types →Is something down right now? Status page →
last updated 13 Sep 2026