Support

One inbox, real answers.

Small team. Founder reads every message. No tier-1 deflection scripts, no “please review our knowledge base.” You get a person, usually within the business day.

Email hello@binnacleai.comStatus page

Hours of operation: Monday-Friday, 7am-6pm HST (UTC-10). After hours and weekends, urgent issues still get a response — just slower.

Response windows

What to expect, by issue type.

We don't promise 24/7 — that's a lie at our size. We promise honest windows we actually hit, and we tell you when we'll be slower than that.

Vessel is offline / cannot log a voyage

Within 2 hours, HST business day

Same-day priority. If it's after-hours on the mainland, mark the subject [URGENT] and a phone callback is fair game.

Bug in the dashboard, but a workaround exists

Same business day

Acknowledged within hours, fix shipped within 1-3 business days depending on scope. You get a ticket reference back.

Question about a feature or workflow

1 business day

Short answers come back same day, longer how-tos may include a Loom recording within 48 hours.

Feature request or roadmap question

1-3 business days

Logged to our internal queue. Larger requests get a real reply on whether/when it ships, not a generic 'we're considering it.'

Faster help

Include these in your first message.

Every back-and-forth round-trip costs you a half-day. The five things below let us reproduce + fix on first reply most of the time.

  • 1

    Your operator name + vessel or fleet name (so we can find the right tenant fast)

  • 2

    What you were trying to do, what happened instead, and what you expected

  • 3

    Screenshot if a UI issue, exact URL if a 404 or weird redirect

  • 4

    Approximate time (HST) — helps us correlate to logs

  • 5

    Whether it's blocking work, slowing work, or just annoying

Before you email

Self-serve resources.

Half of support tickets we get can be answered in 30 seconds with one of these. Worth a glance first.

Docs

Workflows, settings, and the “wait, where is X” answers.

Open docs

Status

Live uptime + incident log. If you suspect we're down, check here first.

Open status

Changelog

What shipped this week. If a button moved, this is where it's explained.

What's new

API docs

Reference for the /api/v1 endpoints if you're integrating from your own stack.

Read API docs

Routing

Different ask, same inbox.

We don't maintain a fake roster of specialist addresses. One inbox routes correctly because there's one human triaging it. Tag your subject for fastest routing.

[BUG]

Something's broken or behaves wrong

[QUESTION]

How do I do X / where is Y

[FEATURE]

I'd love it if Binnacle could...

[BILLING]

Invoice question, plan change, refund

[SECURITY]

Vulnerability disclosure

[URGENT]

Vessel offline, can't log a voyage, today

What we are not

We are not a 24/7 enterprise help desk. We are a small team in Honolulu who answer their own phones.

If you need a vendor with overnight on-call rotations, global SLAs, and a ticketing portal, we are not it yet. If you want a vendor where the founder knows your fleet by name and gets back to you the same business day, that's the trade we're making on purpose.

Larger SLAs are available as part of an enterprise agreement. Email us with [SLA REQUEST] in the subject and we'll send the terms.

Mahalo for trusting us with your fleet. We don't take it for granted.

Built for evaluation-grade trust