Support
MatrixLabX supports PrescientIQ™ through named people, not an anonymous ticket queue. Every active engagement has a named delivery lead, and anyone else reaches the desk at hello@matrixlabx.com. Requests are triaged by severity, from P1 production-stopped through P4 guidance, and security, privacy, and legal requests route to the dedicated addresses below.
Support is staffed Monday through Friday, 9:00 AM to 4:00 PM Eastern Time.
Requests are addressed within 24 hours of receipt.
Where to send it
Routing
Agent execution, the approval queue, connectors, audit-ledger questions, and configuration changes.
Suspected vulnerabilities, credential exposure, or anomalous access. Reported issues are acknowledged and investigated before any public discussion.
Access, correction, export, and deletion requests under GDPR, CCPA, or your data processing agreement.
Service agreements, scope amendments, data processing agreements, and procurement questionnaires.
Start the subject line with the tag shown above. Tagged mail is routed on arrival instead of waiting on a human to classify it.
Severity
Severity is set by business impact, not by how a request is worded. Tell us what is blocked and for whom, and the level follows from that.
Agents cannot execute, the approval queue is unreachable, or an approved action failed to reach your system of record.
How it is handled — Delivery lead and platform on-call are raised together. Relevant audit-ledger entries are pulled before the first reply.
Workflows still run, but routing, throughput, or output quality has dropped — or a connector is failing intermittently.
How it is handled — Delivery lead triages and reproduces against your environment; platform engineering picks it up in the current cycle.
New workflow scope, a policy or prompt change, connector credentials, or a change to who sits in the approval queue.
How it is handled — Handled as a governed configuration change, with a written record of what changed, who approved it, and when it took effect.
How a behavior works, how to read a ledger entry, or how to onboard a new reviewer onto the approval queue.
How it is handled — Answered by your delivery lead. Questions that recur across accounts become written documentation.
Severity sets the order requests are picked up in and who is pulled in. It does not change the commitment: the coverage window and response target above apply to every request that reaches the desk.
Accounts with a signed support agreement are covered by the hours and response targets set in that agreement, which supersede this baseline.
Support agreements are scoped alongside the engagement described on the pricing page.
Before you send
Most delay in a support thread is the request for missing context. Include these six and the first reply is an answer rather than a question.
Your company name, and whether the report concerns a production tenant or a scoping environment.
Which agent, which workflow, and which connected system — CRM, ad platform, or inbox.
The audit ledger is queried by time. A range turns an investigation into a lookup.
What should have happened, and what happened instead. One sentence each is enough.
The approval-queue item, if the action passed through human review before it executed.
What is blocked, and for whom. Impact sets severity — not the wording of the request.
Answer it yourself
Every action PrescientIQ™ takes is written to an immutable audit ledger with its rationale and the human who approved it, and every externally visible action routes through your approval queue before it executes. Questions about what an agent sent, when, and on whose approval are a lookup in your own console — not a support thread.
Filter the ledger by workflow and time range. Each entry carries the action, the rationale, and the approving human.
The rationale is recorded with the action, so the decision is legible after the fact rather than reconstructed.
Approval-queue membership and the reviewer on each item are part of the record, which is what makes the ledger auditable.
Availability and platform posture
Engineered availability SLO of ≥99.5% on the model and inference path, with named third-party carve-outs (Salesforce, HubSpot, intent-data vendors, email delivery).
PrescientIQ is hosted and operated by MatrixLabX on Google Cloud, which maintains SOC 2, ISO 27001, and PCI DSS-attested infrastructure. Per-agent least-privilege identities, prompt-injection defense on every inbound surface, and an immutable audit ledger record every action, its rationale, and the approving human.
SOC 2, ISO 27001, and PCI DSS attestations are held by Google Cloud, which operates the underlying infrastructure. They are not MatrixLabX certifications.
MatrixLabX application-layer SOC 2 is in progress.
Security questionnaires, data processing agreements, and architecture reviews go to legal@matrixlabx.com. Suspected vulnerabilities go to the security lane above and are acknowledged before any public discussion.
Documentation
What each agent does, and where human approval sits in the loop.
How the committed workflow pool, overage metering, and invoicing work.
Plain definitions for LaaS, HITL governance, audit ledger, and related terms.
Written guidance on deploying and governing autonomous digital labor.
The read-only assessment that precedes every engagement.
What is collected, where it is processed, and how requests are handled.
The public terms that sit underneath every service agreement.
Press contacts, published releases, and company boilerplate.
Support questions
Email hello@matrixlabx.com with a subject line that starts with SUPPORT, and include your company name, the workflow or agent involved, and what you expected to happen. If you are in an active engagement, copy your named delivery lead so the request lands with the person who already knows your environment.
Every engagement is assigned a named delivery lead who owns your account through implementation and into steady state. That person triages the request, pulls the relevant entries from your audit ledger, and brings in platform engineering when a fix has to change agent behavior rather than configuration.
P1 means execution has stopped or is producing incorrect external actions: agents cannot run, the approval queue is unreachable, or an approved action never reached your system of record. Mark P1 at the start of the subject line and include the timestamp range and the affected workflow.
Email hello@matrixlabx.com with SECURITY at the start of the subject line, describing the issue, the affected surface, and the steps to reproduce it. Please hold public details until we have responded. We confirm receipt, investigate, and tell you what we found and what changed.
Email privacy@matrixlabx.com with the request type — access, correction, export, or deletion — the data subject, and the account it belongs to. Requests covered by GDPR, CCPA, or your data processing agreement are handled under the terms of that agreement. The privacy policy describes the full process.
Yes. Every action PrescientIQ takes is written to an immutable audit ledger with its rationale and the human who approved it, and every externally visible action passes through your approval queue first. Most questions about what an agent sent are answerable from the ledger without opening a request.
Support is staffed Monday through Friday, 9:00 AM to 4:00 PM Eastern Time. Requests are addressed within 24 hours of receipt. Accounts with a signed support agreement are covered by the hours and response targets set in that agreement, which supersede this baseline. Mail reaches the desk at hello@matrixlabx.com, where the subject-line tag routes it on arrival.
Scoping questions, architecture reviews, and procurement diligence go to the same team that runs deployments. Tell us what you are trying to govern and we will map it to the agents that already do it.