fastest
Email support
The fastest way to reach us, for technical, billing, and account questions alike. Every email lands with an engineer who operates the platform.
support@rivestack.io Support that reaches
the people who run your database.
One address, read by the engineers who operate the platform. Email support@rivestack.io and we aim to get you a first reply within hours, not days.
support.yaml● monitored
- channel
- email, answered by engineers
- address
- support@rivestack.io
- first reply
- hours, not days
- priority
- production down jumps the queue
- monitoring
- automated health checks, 24/7
- status
- status.rivestack.io
Hours, not days
The first-reply target we hold ourselves to
Engineers, not tiers
The person replying operates the platform
Watched 24/7
Automated health checks alert us when a database is unhealthy
Ways to get help
Pick the channel, keep the humans.
Documentation
Guides for connections, backups and restore, pgvector tuning, limits, and high availability. Often the quickest answer of all.
docs.rivestack.ioStatus page
Live platform status. If something looks down, check here first — and email us either way, so you hear back as soon as it is resolved.
status.rivestack.ioGet a faster answer
Five details that skip a round-trip.
None of this is required — a one-line email is fine. But when you can include it, the first reply can be the fix instead of a question.
Database ID — the rs-xxxxxxxx identifier from your dashboard, or the account email
What you observed — the exact error text beats a paraphrase every time
When it started — timestamps with a timezone, and whether it is still happening
How you connect — client or driver (psql, psycopg2, Prisma, asyncpg…) and pooled vs direct
What changed — a deploy, a traffic spike, a schema migration — anything recent
Production down? Put [URGENT] in the subject line. Those emails are triaged ahead of everything else.
new-message.eml● draft
Tosupport@rivestack.io
Subject[URGENT] Connection timeouts since this morning
Database: rs-a1b2c3d4 (EU Central, Solo)
Since: 2026-08-15 09:40 UTC, still happening
Error: "connection to server timed out"
Client: psycopg2, pooled connection
Changed: deployed a new app version at 09:30 UTC
Before you write
The answers we link most often.
Many support threads end with a link to one of these pages. Starting there can save you the wait entirely.
Connection issues
Connection strings, SSL/TLS, poolers, and driver-specific gotchas.
Backups & restore
How backups run, retention, and point-in-time recovery.
Limits & connection caps
Per-plan connection capacity, storage, and resource boundaries.
pgvector tuning
Index choices, memory, and query performance for vector search.
High availability
Failover behavior, replicas, and what happens when a node fails.
FAQ
Plans, billing, regions, scaling, and the most common questions.
Other contacts
Not a support question?
Billing and account questions are welcome at support too — but for these topics there is a more direct door.
- General & partnerships
- hello@rivestack.io
- Legal & DPA
- legal@rivestack.io
- Security vulnerabilities
- responsible disclosure — docs.rivestack.io/security
- Platform status
- status.rivestack.io
Support FAQ
Straight answers, written down.
How fast will I get a reply?
Email support@rivestack.io. Our target is a first reply within a few hours — a target we hold ourselves to, not a contractual SLA. Reports of a production database being down are prioritized ahead of everything else.
Who actually answers my email?
An engineer on the team that builds and operates Rivestack. There is no tier-1 script and no ticket layer between you and someone who can change the system.
My database seems down. What should I do?
Check status.rivestack.io, then email support@rivestack.io with [URGENT] in the subject and your database ID. Automated health checks also alert us when a database loses all healthy nodes, so an investigation may already be underway by the time you write.
Can you help me migrate from another provider?
Yes. The dashboard has a guided migration tool, and for anything it does not cover — logical replication, pg_dump strategies, extension differences — email us and we will plan it with you.
How do I report a security vulnerability?
Please follow the reporting instructions on our security page at docs.rivestack.io/security rather than filing it as a regular support request.