Support

Updated 1 August 2026

Where to write

Write to support@axtraction.ai. Our engineering team can review your deployment details, so you do not have to start from scratch.

We handle support by email, and you can copy in anyone on your side who needs to follow the issue.

Your agreement sets out what support covers and when it is available. Ask us if you need a copy.

What to include

Include as much of the following as you can:

• the product and environment, such as production, test or a particular site;
• what you expected to happen and what happened instead;
• when the issue started and whether it is still happening;
• how many people it affects and whether they can keep working;
• any on-screen error message and any reference number the system provided.

Screenshots help. Do not include credentials or live personal data. Email is not a secure channel; tell us what you need to share and we will arrange a safer route.

What happens next

We'll let you know we've received your message, explain what we think is happening and keep you updated until it's resolved.

If the fix requires a system change, our engineering team handles it using the context from your deployment.

If the problem is disrupting your work, say so in the first line. That helps us set the right priority.

Reporting a security issue

If you find a security vulnerability in one of our products or on this website, email security@axtraction.ai. It goes straight to the people who handle security issues, so please use it instead of the support address.

Tell us what you found and how to reproduce it. We'll let you know we've received your message and keep you updated while we investigate. Please give us reasonable time to fix the issue before sharing it publicly, and do not use real customer data to demonstrate it.