z0.ai

Support

How to reach us.

Contact channels, response expectations, and answers to the questions we get most often.

Read this first

General support: support@z0.ai. Best for product questions, workspace setup, billing, account changes, and anything that isn't a security issue.
Security reports: security@z0.ai. Use this for suspected vulnerabilities, credential exposure, or anything that could affect another customer's data. See /security for the full security posture.
Privacy and data requests: privacy@z0.ai. Use this for access, correction, export, deletion reversal during the 30-day restore window, or any other request covered by our Privacy Policy.
Response window: best effort, typically within two business days (Monday–Friday, US Eastern time). Enterprise agreements may set a contractual response time; that contract governs if so.
z0.ai is not the right channel for Slack outages or Anthropic / OpenAI outages. If Slack itself is down, check slack-status.com. If a model provider is degraded, check the provider's status page. z0.ai runs will retry or surface a clear error when an upstream dependency is unavailable.

1. Contacting support

The fastest way to reach us is email. Use the address that matches the nature of the question — general product and operational questions go to support@z0.ai, security to security@z0.ai, and privacy or data rights to privacy@z0.ai.

To help us respond quickly, include where applicable:

  • Your workspace name (and tenant, if you operate more than one).
  • The Slack channel, agent, or run involved, and a timestamp (with timezone).
  • What you expected to happen and what actually happened.
  • Any error message or run ID surfaced in Slack or in the workspace dashboard.
  • Screenshots or short screen recordings if the issue is visual.

Please do not send credentials, model API keys, or full prompt contents unless we specifically ask for them. If we need them, we will tell you exactly which fields and where to send them.

2. Response times and hours

z0.ai support operates on a best-effort basis Monday through Friday in US Eastern time. We aim to acknowledge new tickets within two business days. Most operational questions are resolved within the same response.

We do not currently offer 24x7 paging or a contractual uptime SLA on public tiers. Enterprise customers with a signed agreement should refer to that agreement for response-time commitments — the contract governs in any conflict with this page.

Suspected security incidents are triaged ahead of other tickets. If you believe you are reporting an active, exploitable issue, say so in the subject line of your email to security@z0.ai.

3. Frequently asked questions

3.1 I can't sign in to my workspace.

Sign-in is via Slack. If you cannot complete the Slack OAuth flow, first confirm that you are signed into the Slack workspace where Zero is installed. If the failure persists, email support@z0.ai with the workspace name, the Slack user ID you are signing in as, and the time of the attempt.

3.2 An agent didn't respond in a Slack channel.

Confirm that the channel is one of your workspace's approved Slack routes and that the agent mention matches an active agent. If both look correct, capture the message timestamp and the channel ID and email support@z0.ai. The workspace audit log will usually show whether the message was received, admitted, denied, or failed mid-run.

3.3 A run was denied or required approval that I didn't expect.

Mutating tool actions and outbound destinations are evaluated against your workspace's policy. The audit log entry for the run includes the policy decision and the rule that matched. If you believe the decision is wrong, share the run ID with your workspace admin — they can adjust the policy or grant a one-time approval. If you are the admin and the policy itself looks wrong, email support@z0.ai.

3.4 How do I add or remove a Slack channel from an agent?

Workspace admins manage Slack routes from the workspace dashboard. If the route you need isn't available — for example, the channel is private and the z0.ai Slack app hasn't been invited — invite the app to the channel first, then assign the route.

3.5 How do I export or delete my data?

Deletion is self-service. A tenant admin can delete an entire tenant, and a workspace admin can delete a single workspace, from the workspace dashboard. Granular deletes (users, memory items, GitHub installations, Slack routes, generated apps) are also self-service. Tenant and workspace deletions are soft-deletes: data is hidden immediately and hard-deleted by an automated process 30 days later. Within that 30-day window, email privacy@z0.ai if you want core records restored. Restored Slack app access and channel routes may require reauthorization or reconfiguration, and generated apps may need to be recreated or redeployed. After 30 days, deletion is permanent.

Export and privacy-rights requests (access, correction, portability) are handled via privacy@z0.ai. See our Privacy Policy for the categories of data we retain.

3.6 How do I report a security vulnerability?

Email security@z0.ai with a description of the issue, reproduction steps if available, and any impact assessment. Please give us a reasonable opportunity to remediate before any public disclosure. We do not currently run a paid bug bounty.

3.7 Billing or invoice questions.

Send billing questions to support@z0.ai with the invoice number or Stripe customer ID. Paid plan billing is processed by Stripe; see our Privacy Policy for details.

3.8 Where do I find the audit log for my workspace?

Every prompt, response, tool call, approval, denial, and retry is recorded. Workspace admins, approvers, and auditors can view the log in the workspace dashboard. Enterprise tiers can export to a SIEM, DLP, SOAR, or GRC tool — see /security.

4. What support does not cover

Support covers the z0.ai control plane and the integrations we ship. It does not cover:

  • Configuration of third-party tools we integrate with (Slack administration, third-party tools, model provider accounts, customer-managed runners).
  • Outages of upstream providers — Slack, Anthropic, OpenAI, and other model or tool providers. We will surface the failure and retry where appropriate, but we cannot fix an upstream incident.
  • Custom agent authoring, prompt engineering consulting, or other professional services beyond what is included in your plan.

5. Enterprise support

Enterprise customers may have additional response-time commitments, named contacts, or escalation paths set out in their order form or master agreement. Where the contract conflicts with this page, the contract governs. To discuss enterprise support options, email support@z0.ai.