backproof is provided by ScaleHQ AI Technologies Private Limited (“ScaleHQAI”, “we”, “us”), a company incorporated in India and based in Mumbai. Write to support@scalehq.ai for help with backproof, a billing question, a personal-data request, or a security report. Use the subject line “Data request” for a personal-data request and “Security” for a vulnerability or suspected incident.
Email is our only support channel. We never ask for your one-time sign-in code, by email or any other way. If someone asks for it, do not share it, and tell us.
Hours
We answer email Monday to Friday, 10:00 to 18:00 India Standard Time (UTC+05:30), except Indian public holidays. We treat security reports as soon as we see them, outside these hours too.
What to include
The email address you sign in with and your organisation’s name; what you were trying to do and what happened instead; when it happened, with your time zone; the reference shown with any error; and your browser or app version. If you send a screenshot, hide any confidential client material. Do not email us client documents, privileged material or passwords unless we ask and agree a way to send it.
What happens next
Support is best effort: we have no contractual response-time commitment. We aim to acknowledge a security report within one working day, reply to sign-in problems within one working day, and reply to other questions within two working days. When paid plans launch, their terms will set out any service levels.
To report a vulnerability, include what you found, where, and how to reproduce it. Give us reasonable time to fix it before you disclose it publicly.
To make a personal-data request, write from the email address you sign in with. We may ask you to confirm by entering a one-time code. If your request is about content in an organisation’s workspace, we will pass it to that organisation.
For a complaint we have not resolved, see our Grievance Officer. Our Privacy Policy explains your rights.