Contacting support

Ask us in Strays

Choose Support in the menu (or Contact support at the bottom of every page, and on the Help home), give your message a subject and say what you were doing and what you saw. Anyone in your organisation can, whatever their role. We usually reply within one working day.

We see which organisation and plan you're on, and the page you came from, so you don't need to tell us. Strays support never sees anything in your AWS accounts beyond what Strays already shows you.

Who can see a conversation

You, your organisation's admins, and Strays' support team. Members and viewers see only the conversations they started; admins see everyone's in their organisation, so someone can pick up a question when a colleague is away.

Replies and email notices

When we reply, we email the person who started the conversation to say there's a reply, with a link. The reply itself stays in Strays, not in the email. Open the conversation to read it and reply. A conversation shows Waiting for Strays, Strays replied or Solved; replying to a solved one reopens it.

What never to send

Never send passwords, access keys, secret keys or other secrets, in Strays or by email. We will never ask for them. Strays only needs the read-only role you set up when you connected AWS.

By email instead

If you can't sign in, or you'd rather use email, write to support@getstrays.com. Conversations in Strays and emails go to the same team. Conversations are kept with your organisation and deleted with it (deleting your organisation).