Support

Support runs on tickets you open from inside the app, not on an inbox. A ticket carries your workspace with it, so whoever picks it up can already see the search you ran and the records you were looking at — and you can follow its status instead of wondering whether an email landed.

Tickets are answered by the people who build TheirStack. There is no tier-one queue that escalates.

Open a ticket

We normally reply in under 24 hours. That is what happens in practice, not a contractual commitment: we deliberately publish no support SLA rather than publish one we would have to hedge. If you need a contractual response time, that belongs in an enterprise agreement — open a ticket and we will put it in writing.

Reporting a wrong record

Job postings and company data are scraped and enriched, so records can be wrong: an outdated headcount, a technology attributed to the wrong company, a posting that should have closed. Reporting those is the highest-leverage thing you can do for your own results — a fix usually lands for every customer, not just yours.

Two ways, both of which create a real ticket:

• In the app, open a ticket in the bug-report category. Where a record is on screen, the report action attaches it for you.
• Through the MCP server, without leaving your assistant. report_data_bug files incorrect company or job-posting records — "Report that Acme Corp's employee count looks wrong" — and request_technology asks for a technology missing from the catalogue, e.g. "Request that TheirStack add Bun (https://bun.sh)". Before requesting one, it is worth checking whether the technology already exists under a different name.

What makes a report actionable, in rough order of usefulness:

• The identifier: the job id, the company domain, or the company's LinkedIn URL. A company name alone is ambiguous — several companies share one.
• The request you ran, if it came from the API: the endpoint and the JSON body. That lets us reproduce the result rather than guess at the filters.
• What you expected versus what you got. "This company uses Snowflake but it is not in the tech stack" is fixable; "the data is wrong" needs a round trip before anyone can start.

Other ways to reach us

The same ? menu in the app also offers:

• Our community Slack, open to everyone — the fastest place for a question that is not really a ticket.
• A call with us, if the thing is easier shown than written.
• Docs and guides, which is where you already are.

Before you open a ticket

Some questions have a faster answer than we can give you:

• A filter returns nothing. Try the same search in the app — it doubles as a playground that writes the API request for you, so it is the quickest way to see whether the problem is the filter or the data.
• A search cost more credits than expected. Credits are charged per deduplicated record revealed, and delta filters stop a recurring job re-billing records you already have.
• Coverage looks thinner than you expected in a country or a source. The known coverage limitations page names what we do and do not see, including why our volumes read lower than feeds that bill reposts.

Related

• MCP server
• Pricing and billing
• Users and Teams
• Where our job data comes from