Support

Something not working? Email us.

There is one address for everything, and a person reads it. No ticket numbers, no bot asking you to rephrase your question, no queue you get put back to the end of. hello@osprysuite.com

When you will hear back

We answer on weekdays, usually within a few hours. Ospry is small, which is the reason you get a real answer rather than a link to an article, and also the reason nothing comes back at two in the morning. If something is properly broken, say so in the subject line and it goes to the top.

What to put in the message

None of this is compulsory. It is just the difference between one reply that fixes it and four emails working out what you meant.

• The site or client it happened on. Most things are specific to one site, and knowing which one usually finds it in a minute.
• What you were doing, and what happened instead. "The audit finished but the score is blank" tells us far more than "the audit is broken".
• A screenshot if there is anything on screen. It often shows the cause in the corner of the picture.
• Roughly when. We can read the logs for that moment, which is usually where the answer actually is.

Billing, changing plan, and stopping

Your plan, your card and your invoices are all in Settings, and changing or cancelling is self-service. You do not have to email anybody to leave, and nobody is going to ring you to talk you out of it.

If a charge looks wrong, email rather than starting a dispute with your bank. We would rather look at it and put it right the same day, and a dispute takes weeks and helps neither of us.

Your data

You can ask for a copy of what we hold, ask us to correct it, or ask us to delete it, and we will do it inside a month and usually the same week. What we store and why is set out in the privacy policy for the product, and there is a shorter one for this website.

If we have got something wrong

Tell us plainly. An audit that reports something untrue about a client's site is worse to us than one that misses something, so a finding you think is wrong is genuinely worth sending in. Several have been, and they were fixed.