Contact & Support
GABFORGE UNLIMITED. Hosted at gabforge.ai/legal/contact.
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We answer our own email.
No ticket treadmill, no "your feedback is important to us" autoresponders with no follow-up. Pick the right channel below, and a human will reply within the stated SLA.
1. Before you email — try these first
Many common questions have instant answers. Before opening a support thread, check:
- Help Center —
gabforge.ai/help— articles, walkthroughs, keyboard shortcuts. - Status page —
status.gabforge.ai— live service health across all services (GF Everyday, plugins, auth, billing). - Privacy Policy — ../Legal/Privacy_Policy — most data questions are answered here.
- Refund Policy — Refund_Cancellation_Policy — step-by-step refund flow in §9.
- Community forum —
gabforge.org/community— active user community, often quicker than email for "how do I..." questions.
2. Contact channels — pick the right one
| I want to... | SLA | |
|---|---|---|
| Ask a general product / how-to question | [email protected] |
48 hours (Pro: 24 hours) |
| Report a bug or unexpected behaviour | [email protected] |
2 working days triage |
| Suggest a feature | [email protected] |
5 working days acknowledgement |
| Request a refund | refunds@ on TLD of purchase |
1 working day acknowledgement; 5 working days decision |
| Ask a billing / invoice question | billing@ on TLD of purchase |
1 working day |
| Cancel my subscription by email | billing@ on TLD of purchase |
1 working day confirmation (also self-service in-app) |
| File a privacy / data question | privacy@ on your TLD |
5 working days; 30 days for formal data-rights request |
| File an India grievance (IT Rules 2021 §3(2)) | [email protected] |
24 hours acknowledgement · 15 days resolution (statutory) |
| Report abusive / illegal content on a subsite | [email protected] |
24 hours triage; emergency content acted on immediately |
| File a DMCA / copyright takedown | dmca@ on TLD hosting the content |
24–48 hours |
| Report a security vulnerability | security@ on any TLD · also /.well-known/security.txt |
72 hours acknowledgement |
| Partner / enterprise / BD enquiries | [email protected] · [email protected] · [email protected] |
3 working days |
| Press / media | [email protected] |
2 working days |
| Careers | [email protected] |
5 working days; active roles acknowledged within 2 |
| Corporate / investor | [email protected] |
5 working days |
| Legal notices (non-urgent) | legal@ on the TLD concerned |
5 working days |
Working days = Monday–Saturday, excluding Sundays and Indian National Holidays. Our support team is primarily India-based (IST); urgent items outside IST business hours are triaged within the stated SLA window.
3. What to include when you email us
To get a fast, useful answer, include:
- The email address on your account (so we can look it up — do not send passwords or API keys).
- Which TLD you're using —
gabforge.ai,gabforge.in, etc. - Your plan tier — Free / Pro / Family Caregiver / BYOK.
- What you were trying to do — one or two sentences.
- What happened — the error message, screenshot, or unexpected behaviour.
- What you've already tried — saves a round-trip.
- Urgency — if you're blocked or at risk of losing data, say so in the subject line ("urgent:" prefix is fine).
For billing issues, also include the transaction reference from your invoice email or Settings → Billing → History.
Do not send: passwords, API keys, 2FA codes, or the content of confidential documents. We don't need them. If a debugging step requires one, we'll ask specifically.
4. Support tiers — what Free vs. Pro get
| Free | Pro / Family Caregiver | |
|---|---|---|
| Email support | ✅ 48 hours | ✅ 24 hours |
| Community forum | ✅ | ✅ |
| Help Center + docs | ✅ | ✅ |
| Video walkthroughs | ✅ | ✅ |
| Priority queue for billing / refunds | ✅ | ✅ |
| Bug reports acted on | ✅ | ✅ |
| Feature requests weighted | ✅ | ✅ (Pro votes weighted 2×) |
| Scheduled 1:1 support call | — | — (future; not currently offered) |
No "premium support tier" upsell. The free tier gets real human support, just on a slightly longer SLA.
5. Status page and outage communication
Live service health: status.gabforge.ai — covers GF Everyday inference, plugins, auth, billing, subsite hosting, and third-party dependencies (Razorpay, Hetzner).
When there's an incident:
- Status page is updated within 15 minutes of detection.
- Affected users are emailed for incidents lasting > 2 hours or affecting paid-tier features.
- A post-mortem is published within 72 hours of resolution for incidents lasting > 4 hours. Post-mortems are public, blameless, and include the fix.
Planned maintenance is announced at least 7 days ahead via email and on the status page. We target low-traffic windows (IST 02:00–04:00).
6. India grievance redressal (statutory)
For users in India, or for complaints concerning gabforge.in:
- Interim Grievance Officer: T. V. Rao (Founder & CEO, filling the role in the interim pending a dedicated hire)
- Email:
[email protected] - Acknowledgement: within 24 hours of receipt.
- Resolution: within 15 days (Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, §3(2); calendar days per statutory interpretation).
- Appeal route: Grievance Appellate Committee under IT Rules 3A.
- Additional escalation: District Consumer Disputes Redressal Commission in your jurisdiction (for consumer claims), or the Consumer Helpline 1915 /
consumerhelpline.gov.in.
We will not require you to pursue internal grievance steps before approaching statutory forums.
7. Security disclosure — we welcome researchers
We run a coordinated disclosure programme. If you find a vulnerability:
- Email:
[email protected](PGP key at/.well-known/security.txt). - Acknowledgement: within 72 hours.
- Triage and reproduction: within 7 days.
- Fix and disclosure agreement: negotiated case-by-case. Default: fix within 90 days, coordinated public disclosure.
- Recognition: we publish a security-researchers hall of fame on
gabforge.ai/security. - Bounty: we do not currently run a cash bounty. We aim to start one once annual revenue passes the threshold; meanwhile, we offer merchandise, a year of Pro, and public credit.
8. Physical address
GABFORGE UNLIMITED 142, Spanzilla, Gulam Ali Guda, Parvathapur Road, Medipally, Hyderabad 500098
Statutory notices accepted at the registered office; day-to-day communication by email is strongly preferred (faster, traceable).
9. Social media — what we answer where
We maintain presence on a small set of platforms to listen and reply:
- X / Twitter —
@gabforge— product announcements, quick help replies. - LinkedIn — company page — careers, press, B2B updates.
- GitHub —
github.com/gabforge— OSS repos, issues, discussions (for.orgprojects). - Community forum —
gabforge.org/community— primary home for user discussion.
Support requests via social DM are not an SLA channel. We may redirect you to support@ for anything beyond a quick question. Account-specific or billing issues cannot be handled via social DM for security reasons.
10. Do not contact us about...
- AI-provider bills (BYOK) — OpenAI, Anthropic, Google, etc. charge you directly. Contact them.
- Payment-method changes at your bank — we don't hold cards; contact your bank.
- Content moderation on other platforms — we only moderate
gabforge.livesubsites; complaints about content elsewhere belong with that platform. - Unsolicited marketing / list-exchange — we do not sell or exchange user contact lists.
Which sections apply to which users
This Contact & Support page is the same across every GabForge site that publishes it. The table below is a reader's guide to which channels users typically need.
| User group | Sections most relevant |
|---|---|
gabforge.ai / gabforge.in product users |
§2 (all channels), §3 (what to include), §4 (support tiers), §5 (status page) |
India residents / gabforge.in users |
+ §6 (India grievance redressal, IT Rules 2021 §3(2), Interim Grievance Officer T. V. Rao at [email protected], Consumer Helpline 1915) |
gabforge.live subsite publishers + readers |
+ §2 abuse / DMCA rows ([email protected], [email protected]) |
gabforge.org OSS users + donors |
Community forum at gabforge.org/community is the first stop; donation queries → [email protected] (per Donation_Page §8) |
gabforge.com visitors |
§2 rows for press ([email protected]), careers ([email protected]), investors ([email protected]), legal ([email protected]). No product-support SLA (no user product on .com). |
| Security researchers (any TLD) | §7 (disclosure programme, [email protected] + /.well-known/security.txt) |