01Who to contact
Sending your message to the right address is the single biggest factor in how quickly it gets resolved. Everything below is monitored during business hours; the critical incident path is monitored around the clock.
Technical support
Connection failures, authentication errors, dashboard problems, IP routing issues, API questions, and anything that is not working the way it should.
[email protected]Billing & accounts
Invoices, payment methods, plan changes, refund requests, cancellations, tax documentation and purchase orders.
[email protected]Sales & new projects
Pricing, capacity, IP space availability, consulting engagements, trials, and procurement or security questionnaires.
[email protected]Abuse reports
Report traffic originating from our network that you believe is malicious, unlawful or in breach of our Acceptable Use Policy.
[email protected]Security
Vulnerability disclosure, suspected credential compromise, and security incidents affecting your account.
[email protected]Privacy & legal
Data access and deletion requests, privacy questions, DPAs, contracts and formal legal notices.
[email protected]Not sure where it belongs? Send it to [email protected] and we will route it internally. You will not be asked to resend it somewhere else.
02Response targets
We triage every ticket by the impact it is having on your business, not by the order it arrived in. These are our targets for a first substantive response from a human.
| Severity | What it means | First response | Coverage |
|---|---|---|---|
| S1 — Critical | Total loss of service. The platform or your entire proxy pool is unreachable, or a confirmed security incident is in progress. | 1 hour | 24 / 7 / 365 |
| S2 — Major | Significant degradation. A substantial share of endpoints failing, severe performance loss, or billing is blocking your operations. | 4 business hours | Mon–Fri, 09:00–18:00 ET |
| S3 — Minor | A limited fault with a workaround available — an individual endpoint, a dashboard glitch, or a reporting discrepancy. | 1 business day | Mon–Fri, 09:00–18:00 ET |
| S4 — Request | Questions, configuration changes, new allocations, documentation and feature requests. | 2 business days | Mon–Fri, 09:00–18:00 ET |
To raise an S1, put S1 at the start of your subject line and email [email protected]. That routes straight to the on-call engineer, outside business hours included. Please reserve it for genuine outages — if everything is an S1, nothing is.
These targets apply to first response. Time to resolution depends on the fault, and we will keep you updated at agreed intervals until it is closed. Customers with a contractual service level in their Order are covered by that Order, which takes precedence over the targets on this page.
03Getting a fast answer
Most back-and-forth comes from missing detail. Including the following in your first message usually removes an entire round trip:
- Your account name or dashboard email address.
- The affected endpoint, username or IP address — the specific one, not the range.
- When it started, including your timezone, and whether it is constant or intermittent.
- The exact error — the HTTP status code, the client-side error text, or a short log excerpt.
- The destination you were trying to reach, if the problem is specific to one.
- What changed recently on your side — new code, new credentials, a new network.
- What you have already tried.
Never send us a password, API key or full card number. We will never ask for one. If a credential needs rotating we will do it from our side and issue you a new one through the dashboard.
A quick diagnostic that answers half of all connection tickets before you even send them:
- A 407 response means the proxy is reachable and is challenging for authentication — your username or password is missing or wrong.
- A 403 response means the request reached us and was refused by an access rule — usually a destination blocked under the AUP, or an endpoint not assigned to your account.
- A connection timeout with no HTTP response usually means your own network or firewall is not reaching our endpoint at all.
04Self-service
Signed in to dashboard.apexrouting.com, you can do most routine work without opening a ticket at all:
- View, create, rotate and revoke proxy credentials.
- See which egress IP is assigned to each user, and reassign it.
- Review usage, bandwidth and per-endpoint activity.
- Manage sub-accounts and their permissions.
- Download invoices and update billing details.
- Generate and revoke API keys.
If you cannot sign in, use the password reset link on the login page. If the reset email does not arrive within a few minutes, check your spam folder and then email [email protected] from the address on the account.
05Billing & refunds
Billing questions go to [email protected], answered within one business day.
- Invoices and receipts are available in the dashboard at any time, and we will re-send any invoice on request.
- Cancellations can be made from the dashboard or by email. Service runs to the end of the period you have paid for.
- Refunds are handled under section 08 of our Terms of Service, which sets out exactly what is refundable. We respond to refund requests within 5 business days and issue approved refunds to the original payment method.
- Billing errors are corrected in full once verified, normally within 5 business days.
- Disputes should be raised within 30 days of the invoice date.
Please talk to us before raising a chargeback. Almost every billing dispute is resolved faster by email than through a card issuer, and a chargeback suspends the account while it is open. Write to [email protected] and we will sort it out.
06Escalation
If a ticket is not progressing, or the response you received did not resolve the issue, escalate it — we would rather know.
- Step one. Reply on the existing thread with the word ESCALATE in the subject line. This flags the ticket for review by a senior engineer within one business day.
- Step two. If it is still unresolved after that review, email [email protected] with ESCALATION — MANAGEMENT REVIEW in the subject. A director will respond within two business days with an owner and a plan.
Escalating never counts against you and does not reset your place in the queue.
07Reporting abuse
If you believe traffic from our network is malicious, unlawful, or in breach of our Acceptable Use Policy, report it to [email protected]. You do not need to be a customer.
To let us act quickly, include:
- The source IP address involved.
- Timestamps with the timezone — UTC is ideal.
- Log excerpts or other evidence showing the activity.
- The destination or system affected, and the nature of the harm.
We acknowledge every credible report within one business day and investigate it. Depending on what we find we may notify the customer and require them to stop, suspend the credentials or IP addresses involved, or terminate the account. We will confirm to you when the matter is closed. Reports involving active harm are actioned immediately, outside business hours included.
08Security disclosure
If you have found a vulnerability in our platform, website or infrastructure, report it to [email protected]. Please include the steps to reproduce it and what you assess the impact to be.
- We acknowledge reports within one business day and give you an assessment within five.
- We will not pursue legal action against researchers acting in good faith who follow this process, avoid privacy violations and service degradation, and give us reasonable time to remediate before publishing.
- Please do not access, modify or exfiltrate other customers' data, and do not run automated scanning that degrades the service.
- We are happy to credit you publicly once a fix is deployed, if you would like that.
If you believe your own account credentials have been compromised, email [email protected] immediately and we will rotate them.
09Maintenance & status
We monitor our infrastructure 24 hours a day. Planned maintenance is announced by email to account administrators at least 48 hours in advance and is scheduled in a low-traffic window wherever possible.
During an incident affecting more than one customer we send updates by email to account administrators at regular intervals until it is resolved, followed by a written summary of what happened and what we changed to prevent a repeat.
Emergency maintenance required to preserve security or stability may proceed with shorter notice. We will always explain afterwards what was done and why.