Support that actually helps.

Self-serve first, human second. We've tried to answer everything upfront — but when you need a person, you get one.

Self-Serve

Odds are, the answer is already written down.

Start here

Check if it's us

Community

When to email support

Email support@docujson.com when you need:

  • An API request investigated — include the request_id from the response
  • A billing correction
  • An account change (workspace transfer, email change, deletion)
  • A bug reproduction confirmed
  • A template that isn't behaving as expected

What to include

Makes your ticket 10\u00D7 faster to resolve.

  1. 1Your account email and workspace name if relevant
  2. 2The request_id from any failed API response
  3. 3A copy of the JSON payload with sensitive data redacted
  4. 4The response you got vs. what you expected
  5. 5Anything you've already tried
Billing & Account

Billing, answered.

For Net 30, ACH, or multi-year billing, contact enterprise@docujson.com.

Service Levels

Response times, by severity.

Per our SLA. Hobby and Starter plans are best-effort.

SeverityBusinessEnterprise
S12 hours (24×7)30 minutes (24×7)
S28 hours (business hours)2 hours (24×7)
S31 business day4 hours (business hours)
S42 business days1 business day

Escalation

If you've emailed support and haven't heard back within your SLA window:

  1. 1
    Reply with "ESCALATE" in the subject
    This surfaces it to the team lead.
  2. 2
    Still stuck?
    Email hello@docujson.com with your original ticket ID.
  3. 3
    Security or data concern?
    Always goes to security@docujson.com — not support — for fastest routing.

Can't find what you're looking for?

We reply to every email. No bots, no ticket jail.