We’re a small, focused team and email is our primary support channel — every message is read by a human, and most are answered the same day. This page tells you exactly where to send what, what to expect in response, and how to escalate if something is on fire.
How to reach us
| Inbox | What it’s for |
|---|---|
| support@snap2deploy.com | Product questions, bug reports, integration help with Intune or Jamf, packaging issues, billing-tier confusion, feature requests. |
| security@snap2deploy.com | Suspected vulnerability, account takeover, compromised credentials, abuse of the platform, anything that needs an aggressive response time. Monitored more closely than the general support inbox. |
| billing@snap2deploy.com | Invoices, refund requests, plan changes that the in-app billing portal can’t handle, purchase orders, W-9 requests, tax exemption forms. |
| privacy@snap2deploy.com | Data subject requests under GDPR / CCPA, data export requests, deletion requests, privacy questions you don’t see answered in our Privacy Policy. |
| legal@snap2deploy.com | MSA / DPA negotiation, vendor due diligence packets, redline reviews, anything where you need a counter- signed copy on letterhead. |
Response-time targets
Targets, not contractual SLAs (unless your Enterprise contract says otherwise — in which case the contract wins). We aim to respond faster than these in practice and report against them honestly when we don’t.
| Plan | First response | P1 (production down) | Hours |
|---|---|---|---|
| Free | Best-effort, typically 1–2 business days | Best-effort — no formal commitment | Business hours, US Eastern, weekdays |
| Pro | 1 business day | 4 business hours | Business hours, US Eastern, weekdays |
| Enterprise | 4 business hours | 1 hour, 24×7 | 24×7 paging for P1; weekday business hours for P2–P4. Custom SLAs available on request. |
What “P1 production down” means here
P1 is the highest severity: snap2deploy.com is unreachable, your account can’t sign in, deployments are failing fleet-wide, or there’s active data loss. For a true P1, email support@snap2deploy.com with P1 - PRODUCTION DOWN in the subject line so it’s flagged correctly. We watch for that subject 24×7 on Pro and Enterprise.
Severity definitions
- P1 — Production down. Service unreachable, sign-in broken, fleet-wide deployment failure, data corruption.
- P2 — Major impairment. One core feature unusable but workarounds exist. Example: Auto-Pilot stalled but manual deploys still work.
- P3 — Minor impairment. Cosmetic issues, confusing error messages, slow performance on a non-critical path.
- P4 — Question or feature request. No impact, just a question or wish.
Self-service first
Before emailing, these resources answer most common questions:
- Help & Docs — setup guides for Intune and Jamf, how Auto-Pilot works, packaging tips, plan limits.
- Security & Trust Center — encryption, hosting, data handling, AI use, compliance roadmap.
- Required permissions — the exact Microsoft Graph and Jamf Pro privileges we need, with rationale per scope.
- System status — real-time health of every Snap2Deploy subsystem.
- Changelog — what we’ve shipped recently. Often the answer to “is this a new bug?” is “no, that behavior changed last week.”
What helps us help you faster
For any non-P1 issue, including the following in your first email saves a round-trip and gets you a real answer faster:
- The workspace name or account email we should look at.
- The package reference (PKG-YYYY-NNN) or deployment ID if the issue is tied to a specific package or deploy. Both are visible in the Snap2Deploy UI; deployment IDs are also in the email we sent when the deploy started.
- What you were trying to do, what happened instead, and roughly when (timestamp + timezone).
- A screenshot if the issue is in the UI — or the exact error message if it’s a copy-pasteable string.
- Which MDM tenant (Intune tenant ID or Jamf server URL) is affected, if relevant.
Escalation
If you’ve emailed support and haven’t heard back in the response-time target window above, escalate by replying to your original thread with ESCALATING at the top of the message. The escalation is monitored separately from the general inbox and surfaces directly to the company owner.
For Enterprise customers, your contract specifies a named escalation contact and (if subscribed) a phone number for P1 events. Use those for paging-grade incidents; use email for everything else.
Refunds & cancellations
You can cancel any time from /billing. For monthly plans, cancellation takes effect at the end of the current billing period. For annual plans, we offer pro-rated refunds for the remaining unused months minus a 10% restocking fee on cancellations within the first 60 days; full cancellation without refund after that. Custom enterprise terms override the default.
Refund requests go to billing@snap2deploy.com.
What we won’t do
- We won’t auto-respond to support emails. Every reply you get is from a real person.
- We won’t bury bad news. If a feature you’re asking about is broken or deprecated, we’ll say so. If we miss a response-time target on you, we’ll say so.
- We won’t share your data with anyone (other than the subprocessors listed at /subprocessors) to handle your support ticket. We’ll never CC a third party without asking first.