How to reach us, what to include so we can help fastest, and what counts as an emergency worth calling about rather than emailing.
How To Reach Us
The best route for most requests. Everything is tracked, visible, and doesn’t depend on one person reading their inbox. Available at support.teespine.com.
For anything urgent, and always for a suspected security incident. If systems are down or you think you’ve been compromised, call rather than email.
Fine for non-urgent questions and requests. Slower than the portal because it isn’t automatically tracked.
Helping Us Help You
The fastest resolutions start with a specific report. What you were doing, what happened, the exact wording of any error, when it started, and whether anyone else is affected — those five details remove most of the back-and-forth that turns a ten-minute fix into a two-day thread.
A screenshot is worth several paragraphs of description, especially for anything involving an error message.
Emergencies
An account behaving oddly, unexpected password resets, or mail being sent you didn’t write. Call — don’t email from the account in question.
Files renamed or inaccessible, or a ransom message. Disconnect from the network and call immediately.
Systems down for everyone rather than one person.
Significant files or mail missing, especially if it may be more than one person’s.
If you’re dealing with an active incident and have nowhere to turn, call anyway. We’ll tell you what to do first.
