Support

Effective 1 January 2026

Where to write

Write to support@axtraction.ai. It reaches the engineers who deployed your system, so you are not explaining your setup to someone reading it for the first time.

There is no portal to log into and no form to fill in. Email is the whole channel, and you can copy in whoever on your side needs to see it.

What support covers, and the hours it runs, are set out in your agreement with us. If you are not certain what yours says, ask and we will send it to you.

What to include

The more of this you can tell us up front, the sooner we can act on it.

• which product, and which environment: production, test, or a particular site;
• what you expected to happen, and what happened instead;
• when it started, and whether it is still happening now;
• how many people it affects, and whether they have a way to keep working;
• any error message on screen, and a reference number if the system gave you one.

Screenshots help. Please do not paste credentials, and do not send live personal data to illustrate a problem. Email is not a secure channel. Tell us what you need to show us and we will arrange a safer route.

What happens next

We confirm we have your message, tell you what we think is going on, and stay with it until it is resolved.

If the fix needs a change to the system, it goes to the engineers who know it rather than into a queue somewhere else. Keeping them on the account after go-live is deliberate.

If something is affecting your operation right now, say so in the first line of the message. It changes how we pick it up.

Reporting a security issue

If you believe you have found a security vulnerability in one of our products or in this website, write to security@axtraction.ai. It goes straight to the people who can act on it, so please use it rather than the general support address.

Tell us what you found and how to reproduce it. We will confirm we have it and keep you informed while we look into it. Please give us a reasonable opportunity to put a fix in place before describing the issue publicly, and do not use real customer data to demonstrate it.