Support at SMARTY.cc.

For any support request - access, product behavior, bug reports, or billing - email hi@smarty.cc. It is the single support channel and is monitored by the engineering team building the product.

Include the following so the team can reproduce and resolve the issue without a round trip:

• Your name and organization.
• The HyperMesh version you are running.
• A description of the workflow you were attempting.
• What you expected to happen and what actually happened.
• Screenshots or the exact prompt where relevant.

The version and workflow context matter because most issues are reproducible only against a specific HyperMesh release and a specific prompt shape. Sending it up front usually shortens time to resolution by a day.

Response times depend on the customer agreement and the severity of the request. Contractual response-time commitments are set in the written customer agreement. The targets below are informal during the current pilot phase, not a service-level commitment.

Informal targets during pilot:

• Blocker - a live session is stopped. Same business day.
• High - the product is usable but a workflow is broken. Within one business day.
• Normal - questions, prompt authoring guidance, non-urgent bugs. Within two business days.
• Low - documentation gaps, feature requests, general feedback. Acknowledged within a week.

In scope for support:

• Access, accounts, and provisioning.
• Product behavior and defects.
• Prompt authoring guidance for repeatable workflows.
• Bug reports against a specific HyperMesh version.
• Billing and contract questions.

Out of scope: writing HyperMesh models from scratch on your behalf, and general finite-element consulting unrelated to the product. For that kind of work we can usually point you to a partner rather than take it on directly.

Email hi@smarty.cc with a description of the issue and reproduction steps. Please do not test against production customer data or attempt to access accounts that are not your own. See Security for the shared-responsibility model and how vulnerability reports are handled.

Two resources answer most first-time questions:

• Documentation - how SMARTY.cc is meant to be used.
• FAQ - the questions we hear most often.

If you have already checked both and still need help, email in. We would rather answer directly than send you back to a wiki.