Find an answer, or a person.
What you can read right now, how to write to us, how quickly we reply, and what an Escouade Day covers.
Find it yourself
Write to us
Signed in: Help, in your account menu. It’s the quickest route, because it tells us where you are.
Can’t sign in: contact@escouade.io. Personal data: dpo@escouade.io.
A person reads and replies. To speed things up, tell us what you wanted to do, what happened, the page address and the time. We have no phone or live chat, except during an Escouade Day.
How quickly
| Free | Data | Pro | Max | |
|---|---|---|---|---|
| What’s included | The documentation; a reported bug gets read | Bugs, a short question | Bugs, a short question | Bugs, questions, restores on request, two days included |
| First reply | No commitment | 3 working days | 2 working days | 4 working hours if you’re blocked; otherwise 1 working day |
Monday to Friday, 9 am to 6 pm Paris time, excluding French public holidays. A first reply means a person who has read your message: the diagnosis, a workaround, or the version that will fix it. A bug we can reproduce gets fixed for everyone in the next version. Full follows its own terms.
A short question takes half an hour to settle. Beyond that, we’ll tell you and suggest an Escouade Day: no work is billed without your written agreement.
The Escouade Day
| Included | Not included |
|---|---|
| Configuration: objects, fields, views, permissions, automations, agents, connectors | Migrating from a third-party tool, quoted separately |
| A training session, for up to ten people | Development: quoted separately, and it then benefits everyone |
| A simple import: one spreadsheet or CSV per object | Administering your server |
| A restore on request (Data, Pro) | Your own accounts and third-party services, such as your email |
| Reviewing a case, help with using the product |
€500 excl. VAT, seven hours, remote by default, with the deliverable handed over at the end of the day. On site at no extra cost in the Lyon area; elsewhere, travel is rebilled at cost, with no margin, after you’ve agreed. You book and pay online, from the account’s Billing page.