Support Policy
- Email support@storage4everyone.com for anything about your account, files or billing.
- We answer Monday to Friday, 9 AM to 6 PM Philippine time, and aim to reply within one business day.
- Security issues go to security@storage4everyone.com and are handled first.
1Where to get help
| Channel | Use it for |
|---|---|
| support@storage4everyone.com | Account access, buckets and files, SDK or API problems, suspension appeals. Each email becomes a support ticket; reply in the same thread to keep your request together. |
| billing@storage4everyone.com | Payments, top-ups, refunds and token balance questions. |
| security@storage4everyone.com | Vulnerabilities or a suspected compromise of your account. |
| abuse@storage4everyone.com | Reporting content or activity that breaks our rules. |
| privacy@storage4everyone.com | Data privacy requests, such as access, correction or deletion. |
The documentation answers most setup questions and is available at any time.
2Hours and response times
Our team works Monday to Friday, 9:00 AM to 6:00 PM Philippine Time, except Philippine public holidays. We aim to send a first reply within one business day. During early access this is a goal, not a guarantee, and it applies to every plan.
Requests received outside these hours are answered on the next business day. Security reports are checked outside business hours when possible.
3How we prioritize
- Urgent: a security incident, a compromised account, or the service is down for everyone.
- High: you cannot sign in or reach your files, or you were charged incorrectly.
- Normal: something does not work as documented.
- Low: how-to questions, feedback and feature requests.
4What to include
- The email address of your S4E account.
- The workspace and bucket name, if relevant.
- What you expected, what happened, and when.
- Error messages or screenshots, and your SDK version for API problems.
Never include passwords, full API secret keys or sign-in codes.
5What support covers
We help with:
- your account, sign-in, passkeys and API keys;
- buckets, uploads, downloads and sharing links;
- billing, tokens, plans and refunds;
- our SDKs and API working as documented.
We cannot debug your own application code, set up third-party tools for you, or recover files after they are permanently deleted. We may still point you in the right direction.
6Keeping your account safe
Our staff will never ask for your password, sign-in code, passkey or full API secret key, by email, Discord or any other channel. We only contact you from an @storage4everyone.com address. Report anything suspicious to security@storage4everyone.com.
Before we discuss or change account details, we may ask you to write from your account email or confirm ownership in another way.
7Incidents and status
During a known outage or planned maintenance we post an announcement on our website and in the dashboard. You can also run a live connection check on our status page. You do not need to email us about an issue we have already announced.