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Documentation Index

Fetch the complete documentation index at: https://docs.summand.com/llms.txt

Use this file to discover all available pages before exploring further.

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Get help

Email support

The fastest path. Reply within 48 hours on Pro, 4 hours on Enterprise.

System status

Live status of every Summand subsystem. Subscribe for incident notifications.

Security disclosure

Report vulnerabilities or request security artifacts (SOC 2 report, BAA, DPA).

Billing questions

Invoicing, refunds, plan changes, tax questions.

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Reporting bugs

A useful bug report has:
  1. What you were doing — clicked X, then Y, then Z.
  2. What happened — observed result, exact error message if any.
  3. What you expected — sometimes obvious, sometimes not.
  4. The dataset / connector / org IDs involved (if relevant).
  5. The timestamp (UTC) — helps us match server logs.
  6. Your browser and OS for UI issues.
If a screenshot helps, attach it. For chart-rendering bugs, the dataset URL is enough; we can reproduce from there. Email support@summand.com with whatever you have. We’d rather you over-share than under-share — there’s no template you have to follow.

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Feature requests

Two paths:
  • Pro / Education — email support@summand.com with the feature you’d like and a sentence on the use case. We track requests and respond when they’re scheduled.
  • Enterprise — bring it up with your account manager. Enterprise customers have direct input into the roadmap.

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Response times

TierFirst response (production issue)Resolution target (production issue)
FreeBest-effort, ~5 business daysNone
Pro / Education48 hoursNone
Enterprise4 hours (24×7)Per contract SLA
“Production issue” is anything blocking your work — auth failures, missing data, broken analysis. For non-blocking issues (cosmetic bugs, feature requests, polish), responses follow the same SLA but resolution targets aren’t promised.

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Outage protocol

If status.summand.com shows a degraded subsystem, you don’t need to file a ticket — we’re already on it. Subscribe at the top of the status page for email or Slack notifications. For incidents that affect production but aren’t visible on status (a regression we haven’t detected), email support immediately. Enterprise customers can also reach the on-call engineer via the #summand-support Slack shared channel.

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Security and compliance

  • Vulnerability reports: security@summand.com. PGP key on request. We respond within 1 business day and credit reporters in our security hall of fame.
  • NDA-gated artifacts: SOC 2 report, BAA, DPA, pen test report — request from security@summand.com from a verified work address.
  • GDPR / CCPA requests: privacy@summand.com. 5-day acknowledgement, 30-day completion.

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Community

Public community is at summand.com/community. It’s a good place for use-case discussions, dataset templates, and informal help — but not a substitute for support for anything time-sensitive.