We answer on the same rails you build on.
Write to the channel that matches the problem. Every address below reaches the team; status and docs answer the common cases without the wait.
Support channels
Severity and response. These are targets, not guarantees, and no resolution time is committed. P0 — production down for all customers, or confirmed exposure of Customer data: targeted for acknowledgement within 4 hours, 24x7 (best-effort); status page updated as incidents are confirmed and at least every 4 hours until resolved. P1 — one product or key feature unavailable: targeted for acknowledgement within 1 business day. P2 — partial degradation, workaround available: targeted within 2 business days. P3 — question, single workflow affected, feature request, documentation: targeted within 2 business days. Business hours are Mon–Fri 09:00–18:00 ET (America/New_York), excluding the days on the WAVE Support Holiday Calendar. Report P0 to support@wave.online with "P0" in the subject; report data exposure or a vulnerability to security@wave.online. Live status: wave.online/status. Full terms: wave.online/legal/sla. Operated by WAVE Online, LLC.