Support and Contact Policy

1Contact directory

Prefer a form? Write to us here.

• Support and account questions: support@focalshift.ai
• Privacy requests: privacy@focalshift.ai
• Legal notices: legal@focalshift.ai
• Copyright and IP notices: copyright@focalshift.ai
• Security reports: security@focalshift.ai

The Support Hub at app.focalshift.ai/support-hub provides the Knowledge Base, documentation, and support tickets.

2What to include

Include your account email, workspace, affected tool, relevant URL, transaction or ticket number, a clear description, steps to reproduce a technical issue, the requested resolution, and supporting evidence. Do not send passwords, full card or bank-account numbers, raw provider keys, API secrets, recovery phrases, or unnecessary sensitive information.

3Complaints and escalation

Complaints may concern billing, payments, sellers, buyers, content, community conduct, AI output, privacy, intellectual property, accessibility, affiliates, marketplace work, support quality, or service performance. We may review relevant account, transaction, wallet, content, communication, workflow, Focus Board, audit, and support records and route the matter to the appropriate support, legal, privacy, security, payments, risk, product, engineering, moderation, or leadership team.

4Response timing

We aim to respond within a reasonable time. Timing depends on severity, volume, account status, investigation needs, third-party providers, and legal requirements. Emergency security and safety issues receive priority.

5Responsible security reports

Send security reports to security@focalshift.ai. Do not exploit a vulnerability, access or destroy data, disrupt service, threaten others, demand payment, or publicly disclose a vulnerability before we have had a reasonable opportunity to investigate and remediate it.

6Legal notices, entity, and address

Legal notices should be sent to legal@focalshift.ai unless another policy specifies a different address. The Services are operated by FocalShift. Service of process must follow applicable law and registered-agent requirements, and email is not a substitute for service where law requires personal or registered-agent service. Copyright notices must follow the Copyright and DMCA Policy; law-enforcement requests must follow the Law-Enforcement Request Guidelines.

The FocalShift contracting entity is FocalShift Inc., a corporation organized under the laws of the State of Delaware, United States. Delaware file number 10764726.

Registered agent: Corporation Service Company. Registered office and address for service of process: 251 Little Falls Drive, Wilmington, New Castle County, Delaware 19808, United States.

(Mailing address published upon counsel confirmation; legal notices may be sent to legal@focalshift.ai in the meantime.)

7Support conduct and language

Do not harass support personnel, submit knowingly false reports, impersonate another person, spam channels, or use support to bypass policy. Support may be available in multiple languages, but English may control legal communications unless law requires otherwise.