Contact & Support

Getting Help

We're here to help you get the most out of Thea. Whether you have questions, need technical support, or want to share feedback, we have several ways to reach us.

Support Channels

Email Support

For technical support, account issues, or general questions:

Email: support@patroonlabs.com

Response Time: We aim to respond to all support requests within 24 hours during business days (Monday-Friday, CET).

In-App Feedback

Use the feedback button within Thea to:

• Report bugs or issues
• Suggest new features
• Share your experience
• Ask questions

When submitting feedback:

1. Describe what you were doing when the issue occurred
2. Include screenshots if possible
3. Provide your account email so we can follow up
4. Be as specific as possible about the problem or suggestion

What We Can Help With

Technical Support

• Account access issues
• Document upload problems
• Timeline generation errors
• Export functionality issues
• Performance or loading problems

Account Management

• Password resets
• Account information changes
• Subscription questions (when available)
• Data deletion requests

Product Questions

• How to use specific features
• Best practices for timeline creation
• Understanding AI suggestions
• Export format options

Before You Contact Us

To help us resolve your issue faster:

1. Check the documentation - Search our help docs for common questions
2. Try basic troubleshooting - Clear browser cache, try a different browser, check your internet connection
3. Gather details - Note what you were doing, any error messages, which browser and OS you're using
4. Have your account email ready - This helps us locate your account quickly

Feature Requests

Have an idea for improving Thea? We'd love to hear it!

When suggesting features:

• Describe your use case and workflow
• Explain how the feature would help you
• Provide examples if possible
• Let us know how important this is to your work

All feedback is reviewed by our product team and helps shape Thea's roadmap.

Bug Reports

If you encounter a bug:

1. Check if it's reproducible - Try the action again to see if the problem persists
2. Note the context:
   • What were you trying to do?
   • What happened instead?
   • Are there any error messages?
3. Include details:
   • Browser and version
   • Operating system
   • Screenshot or screen recording if possible
4. Submit via feedback form or email

Enterprise & Custom Solutions

For organizations requiring:

• Custom data retention policies
• Additional security measures
• Team collaboration features
• Volume licensing
• Dedicated support

Please contact us at support@patroonlabs.com with "Enterprise" in the subject line.

Privacy & Confidentiality

We take confidentiality seriously. When contacting support:

• We never ask for your password
• We only access your account with your explicit permission
• Support staff are bound by strict confidentiality agreements
• We don't share your information or questions with third parties

For sensitive matters, feel free to request additional security measures for communication.

Community

Coming soon: We're planning to launch community forums and user groups where Thea users can:

• Share tips and best practices
• Discuss workflows and use cases
• Connect with other legal professionals
• Get peer support

Stay tuned for announcements!

Response Times

• Critical issues (unable to access account, data loss): Within 4 hours
• High priority (features not working, export failures): Within 12 hours
• General questions (how-to, feature requests): Within 24-48 hours

Please note these are target response times during business days. We're a small team working to support all users effectively.

Next Steps

• Privacy & Data Handling - Learn about data security
• Settings - Manage your account
• Getting Started - Learn to use Thea