Real humans, four email rails.
We do not run a phone system or a live chat because neither scale well for a team of eleven. Email is the rail. Four inboxes, each routed to the right specialist, with posted response time commitments that we honor week after week. The median reply time during business hours is three minutes. The worst case SLA across any inbox is 24 hours.
- No phone
- By design, not oversight
- No live chat
- Email scales better
- Languages
- English primary, German on request
- After hours
- Euro night shift covers gap
Eleven humans,
four rails, zero bots.
We answer every email with a real human inside the posted response time window. No autoresponder that pretends to understand your question. No AI assistant that triages before routing. No tier one offshore support that escalates to someone else who escalates to someone else. Four inboxes, each with a specific person or pair reading them during posted hours.
The reason this works for us at eleven full time operators is that we have built the product and documentation to minimize the support load. The status page tells you about delivery windows before you ask. The audit tool lets you verify shipment quality yourself. The dashboard shows live delivery curves. The warranty runs silently, no ticket required. So the emails that hit the inbox are usually the edge cases that a real human should handle anyway.
The median reply time is three minutes during business hours because most emails land on a team member actively watching the inbox. The worst case SLA is 24 hours because the inbox never goes fully unattended, even during the holiday week in late December. We cover by rotating night shifts between European and American team members so there is always someone awake.
Pick the one closest to your question.
Order, delivery, warranty questions.
For anything about an existing order: delivery status, pool quality, geo tier questions, refill requests, or warranty claims. Staffed by two ops engineers on the European and American working day. Median reply time is 3 minutes during business hours.
[email protected]Pricing, contracts, enterprise intake.
For new buyers, agency questions, Managed Campaigns intake, and Enterprise tier conversations. Staffed by the operations team and the founder depending on scope. Small orders route to support automatically. Enterprise intake includes a 30 minute call inside one business day.
[email protected]Media, research, industry coverage.
For journalists, researchers, and podcast hosts. Founder and head of operations available for interviews on record twice per month each. Embargo honored by default. Facts, figures, and pre cleared quotes on the /press page first for most coverage needs.
[email protected]DMCA, subpoena, NDA requests.
For DMCA takedowns, law enforcement subpoenas, legal review of contracts, and NDA requests ahead of Enterprise intake. Staffed by outside counsel via our general counsel. Response times typically same business day. All law enforcement requests are logged in our annual transparency report.
[email protected]A short list
of self serve rails.
About forty percent of inbound emails are questions the site already answers. We are not bothered when people email anyway, but the answers are faster to find than to wait for. Here is the short list of self serve rails, in rough order of what gets asked:
Order status and tracking. Every order generates a dashboard link in the confirmation email. The dashboard shows live delivery curves, arrival counts, warranty status, and refill history. Faster than emailing support for status.
Delivery window questions. The status page shows current delivery latency for every tier. If your order is running long, check there first before assuming something is wrong.
Pricing questions. The full pricing page has every tier on every product. If you are looking for custom pricing beyond the catalog, that routes to sales, which is the [email protected] inbox.
How does X work with this. The algorithm guide covers the 2026 For You ranking. The warranty guide covers the 24 month coverage math. Deeper than what a support email can fit.
Neighboring services and guides.
Guides, tools, and self serve docs before emailing.
Live delivery latency and incident history.
Who you are actually emailing when you email us.
For encrypted reports, PGP key at twitterz.net/.well-known/pgp-key.txt.
Facts and quotes before reaching out for interviews.
Open roles and the small team hiring posture.
Pick the inbox, we reply in minutes.
Four inboxes, three minute median reply during business hours, twenty four hour worst case SLA. Email is the only rail.
Crypto checkout · No password · 24 month warranty