How to contact support
Email support@rocketprint.io. Include the account or organization name, the job ID when one exists, the approximate time, the station or printer involved, and what you expected to happen.
Never send an API key, password, access token, full payment-card number, or print-job content by email. Support will not ask for those credentials.
What standard support covers
- Account access and product setup questions.
- API behavior, documented errors, limits, and integration guidance.
- Station connectivity, printer discovery, and job failure investigation using available service records.
- Billing and subscription questions.
- Security and privacy routing to the appropriate contact.
The local boundary
RocketPrint can help interpret the station connection, job lifecycle, and error reported by the local print system. You remain responsible for the local computer, operating system, printer driver, queue configuration, device, network, paper, supplies, and physical output.
Response times and service levels
Standard support does not include a guaranteed initial-response or resolution time. We prioritize security issues, platform-wide incidents, and service-blocking failures. Contract support, response targets, or service-level commitments apply only when written in an order form or signed agreement.
Incidents and security reports
Check the status page for platform-wide incidents. Send suspected vulnerabilities to security@rocketprint.io rather than ordinary support. Include enough information to reproduce the issue without accessing data or systems beyond what you are authorized to test.