Contact support

Our team answers every message. Here's how to reach us and what gets you a fast answer.

Channels#

• Email: support@pillar.codes — fastest for most things.
• Billing: billing@pillar.codes — invoices, payment methods, plan changes.
• Privacy: privacy@pillar.codes — data exports, deletions, GDPR / CCPA requests.
• In-app chat — click the help bubble in the bottom-right. Same team; routes to email if you leave before we respond.

Response times#

• Business hours (9am–6pm CT, Mon–Fri) — usually under an hour.
• Off-hours — next business day. Urgent outages are monitored 24/7.
• Enterprise customers — have a dedicated SLA in their MSA.

What to include#

A great support ticket has:

• What you were trying to do — the goal, not just the bug.
• What you expected — "I expected the filter to match 200 parcels."
• What actually happened — "It matched 2."
• Steps to reproduce — so we can try it ourselves.
• Browser + OS — if it's a UI bug.
• A screenshot or URL — this alone cuts resolution time in half.

You don't have to be formal. "Skip trace is stuck on this list for 20 minutes, here's the URL, halp" is a great ticket.

Feature requests#

Email them to us. Every request goes into a queue we review weekly. We respond personally to every feature request, even when we're not going to build it — so you'll know where things stand.

Bug bounties#

Pillar doesn't run a formal bug bounty program, but if you find a security issue — auth bypass, data leak between orgs, injection — email security@pillar.codes. We'll respond within 24 hours and credit you publicly on resolution (or keep it anonymous if you prefer).

Status and outages#

Real-time status: status.pillar.codes

We publish incidents within 15 minutes of detecting them, with updates every 30 minutes until resolved. Post-incident, we publish a summary of what happened and what changed to prevent it recurring.

Community#

We don't run a public community forum — support lives on email. But we do host a private Slack for customers on Pro and Enterprise plans. Ask your admin to invite you, or email support@pillar.codes.