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Customer Support
Henrik Hofmeister avatar
Written by Henrik Hofmeister
Updated over a week ago

What should I know about customer support?

When can I write to support?

Our support team includes all of our customer support team members, our engineers, our CTO, and our CPO. We muster the majority of our entire team to bring you the best possible support without a lot of layers to get through just to get the answer you need. Our support team is standing by to help you achieve the results you want with, and will be happy to provide you with the knowledge resources required to help you build your robots. is a DIY service, so the only thing you shouldn't expect the support team to do is build your robots for you. This helps us continue providing free customer support for both subscribers and non-subscribers alike.

The support team will help you solve any of the following situations:

  • account access/status

  • robot execution problems

  • trouble getting - robots or the application itself - to do as you want

  • filing bug reports

  • filing feature requests

  • anything else you'd like to ask us

If you have trouble building a robot to your required specifications, consider hiring a professional to build your robot for you by contacting or click theBuild My Robotbutton at

Do you provide elevated support levels and SLA's for enterprises?

We are, of course, committed to deliver 99% uptime for our service, and monitor availability and performance of all parts of our system. And while we're dedicated to helping all of our users succeed with their Web extraction projects, we - as a matter of policy - do not enter into SLA agreements. We provide the service as is; it's up to you to monitor the performance of, and results generated by, your robots in order to react when things go south.

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