# Support and onboarding

> How to reach Team Cloud support, what the 1-business-day first reply means, what to include, and how yearly teams of 10 or more seats book a 30-minute onboarding call.

Source: https://docs.subcloak.com/cloak-proxy/team/support/

Added in Cloak Proxy 0.7.0.

{/* L9 draft. Sources: PLAN 7.18, 7.19, 9.5 page 14; LAUNCH 3.4, 4.1 (support clause). Re-check labels against L6/L8. */}

Team Cloud includes email support with a first reply from a person within 1 business day. Yearly teams with 10 or more seats also get a 30-minute onboarding call.

## Contact team support

{/* PLAN 7.19 */}

Email `team-support@subcloak.com`. The fastest way is **Help › Contact Team Support** in Cloak Proxy: it opens an email with your team's support code (`T-` and eight characters) in the subject, and nothing else from your Mac. The console's **Support** page shows the same address and code.

A person replies within **1 business day** (Monday to Friday, India time, excluding public holidays). A reply means a person has read your message and either solved the problem or told you what happens next. It's a response time, not a guarantee of a fix, and it carries no service credits. {/* LAUNCH 4.1 support */}

> **Don't send team data:**
> Support can't read your team's data (Subcloak holds no keys; only automatic approval after SSO, if an admin turns it on, lets our server admit a Mac), and doesn't need to. Never email tokens, vault values, Recovery Kits or unredacted captures. If a session helps, share it with [redaction](https://docs.subcloak.com/cloak-proxy/sessions/redaction/) on, and say what you've hidden.

Useful to include:

- your team's support code and your role (owner, billing manager, admin or member);
- what you did, what you expected and what happened, with any error message word for word;
- the Cloak Proxy version (**Cloak Proxy › About Cloak Proxy**) and macOS version, if it's about the app.

## The onboarding call

{/* PLAN 7.18 */}

Teams on the **yearly** plan with **10 or more paid seats** qualify. When yours does, the console's **Overview** and **Support** pages show "Book your 30-minute onboarding call", which opens Subcloak's booking page. The booking form asks for the details; nothing about your team is put in the link.

On the call we help you plan spaces and roles, SSO and SCIM, policies, the Team Recovery Kit and CI. We can't see your team's data (unless an admin turned on automatic approval after SSO), and we won't ask to.

The owner can choose **Booked** or **Not needed** to hide the card.

## Security problems

To report a vulnerability, email `hello@subcloak.com` as in our [security policy](https://subcloak.com/security). To report an abusive hosted mock or monitor, email `abuse@subcloak.com`.

## Related

  - [Billing and seats](https://docs.subcloak.com/cloak-proxy/team/billing-and-seats/): Refunds, seats and cancelling.
  - [Get started](https://docs.subcloak.com/cloak-proxy/team/get-started/): Setting up a new team.
  - [Security model](https://docs.subcloak.com/cloak-proxy/team/security-model/): What we can and can't do with your data.