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How we support you

The one channel we support through, the response time we aim for, and — just as important — what a small team does not promise.

runners.io is built and operated by a small team, and support comes directly from the people who build the product — there's no queue that routes you to someone unfamiliar with what you're running.

Read this page the way you'd want a vendor to write it: what we commit to, and, just as importantly, what we don't.

Email hello@runners.io. That's the only support channel today — no chat widget, no phone line, no ticket portal.

We aim to reply to a new email within one business day, UK hours, Monday to Friday, excluding public holidays. That's a target we hold ourselves to, not a contractual guarantee with a service credit behind it — we're a small operation, and a message that lands on a Friday evening may sit until Monday.

If something looks like a genuine outage — jobs not starting, applies not running, the dashboard not loading — email us anyway, and say so in the subject line. Our own monitoring is usually the faster way we find out something is wrong; a message from you is often the confirmation that it isn't just you.

  • No uptime percentage. We hold ourselves to internal reliability targets and monitor against them, but there is no published SLA with a service credit behind it. We'd rather say that plainly than publish a number we can't back with an on-call rotation.

  • No 24/7 coverage. Outside business hours, monitoring keeps running and a real outage is still the first thing we deal with when we see it — but there's no rota behind that, so we won't put a number on out-of-hours response time.

  • A status page, not a status promise. runners.io/status shows whether each engine is answering its own health check right now, and the incidents we have posted. Incidents are written by a person, so one can lag behind what you are seeing; if something looks wrong and is not there, email us anyway.

  • No dedicated account manager, and no phone support.

  • No paid support tiers. Support is the same regardless of plan — there is nothing to upgrade to.

This is an accurate description of a small operation, not a placeholder for one we haven't written yet. The thinnest part of this page — out-of-hours coverage — is also the part most likely to change as the team grows, and we'll update this page when it does.