HolyCode Cloud One address. A person reads it.
Email support@holycode.cloud. There is no ticket portal, no chatbot in front of the queue, and no tier that routes you to a worse version of the same person.
Response times
These are the targets we hold ourselves to, by plan. They're first-response times — a real human reading your problem and replying — not time-to-resolution, because how long a fix takes depends on what broke.
| Plan | Support tier | First response |
|---|---|---|
| Lite | Community | Best effort |
| Plus | 1 business day | |
| Pro | Priority | 8 business hours |
| Ultra | Priority+ | 4 business hours |
| Max | Dedicated | 2 business hours |
Business hours are Monday to Friday, 9am–6pm US Eastern, excluding US public holidays. A message that lands at 7pm Friday starts its clock at 9am Monday. We answer outside those hours often; we just won't pretend it's guaranteed.
DOWN in the subject line. Not slow, not confusing —
actually unreachable. That jumps the queue on every plan, including Lite, and we treat it
outside business hours where we can.
Two honest notes on what these numbers are. First, support here is one person in the US Eastern timezone, not a rota — the targets are set where a single human can actually hold them, which is why they're business hours rather than wall-clock. Second, these are a service commitment, not a refund trigger: missing a response target doesn't automatically entitle you to money back. The promise that does carry a refund is the separate 24-hour provisioning one in Billing. If we're missing these consistently, tell us — and the 7-day money-back guarantee exists for exactly the case where the service isn't what you expected.
What to send
The more of this you include, the faster the answer:
- Your workstation URL (the
….app.holycode.cloudaddress). - What you ran and what happened — the actual error text beats a description of it.
- When it started, and whether it's every time or intermittent.
- Whether you'd already changed anything on the box.
Never email us an API key, a password, or a token. We don't need one to help, and we'd only have to ask you to rotate it.
What we can do
- Restart, resize, or investigate your machine, and read its platform logs.
- Fix provisioning, TLS, domain, and sign-in problems.
- Resize disk upward, change your plan, and sort out billing with Stripe.
- Export your workspace as an archive during the cancellation window.
What we can't do
- Recover your AI provider keys. We never had them — see Connecting your agents.
- Fix your provider's billing, quota, or model availability. That's your account with them.
- Restore files you deleted. The Service does not include backups; a persistent disk is not a backup. Keep your work in a git remote you control.
- Debug your code for you. We'll happily confirm whether the machine is the problem, which is usually the useful half of that question.
Reporting a security issue
Send it to the same address with SECURITY in the subject. Report it privately first and give us a reasonable chance to fix it before disclosing. We won't pursue you for a good-faith report that stays inside the rules in the Acceptable Use Policy.
Refunds and cancellation
Both are handled by the same address, and neither has a retention script attached. See Billing, refunds & cancellation.