Help, in plain language.
The questions we get most often, organised by what you're trying to do. If your answer isn't here, the routing below sends you to a real engineer — same business day on Team and Enterprise tiers, one business day everywhere else.
Six categories, most questions inside one of them.
Each category is a starting point. Click through to an article for the specifics, the relevant runbook, and the email route that owns the answer if the article doesn't get you there.
Getting started
First time signing into the Aether console, connecting your first workload, picking the right tier.
Deployment
Standing up Aether in managed cloud, your VPC, on-prem or fully air-gapped.
Account & billing
Seats, usage caps, invoicing, payment terms, contract questions.
Security & trust
Compliance reports, sub-processors, refusal-corpus extensions, audit posture.
Models & agents
Picking the right Aether variant, customising agents, running evals.
API & SDK
Library install, authentication, streaming, tool-use, retries.
Direct routes, by topic.
Every inbox below is owned by a named team. SLAs are what we target; most messages come back well inside the window. Customers on the Team and Enterprise tiers have additional support SLAs in the order form.
Engineering support
Same business day · Team / EnterpriseWorkload questions, agent debugging, eval-suite failures. Your forward-deployed engineer is named in the order form.
support@apexworldlabs.comAccount & billing
1 business daySeats, invoices, contract amendments, procurement questions.
billing@apexworldlabs.comSecurity & compliance
1 business day · acknowledgementSOC 2 reports under NDA, sub-processor lists, audit questionnaires, vulnerability disclosure.
security@apexworldlabs.comPrivacy
30 days · statutoryGDPR / CCPA / UK-GDPR data-subject requests. Access, correction, deletion, portability, restriction.
privacy@apexworldlabs.com
Three principles, same as the charter.
These are the operating commitments around support. They're a subset of the charter and reviewed on the same cadence.
Real engineers answer
A research engineer reads every inbound. We do not run support tickets through an off-shore contractor pool or through a chat-trained AI deflection layer.
Customer-impacting bugs are P1
Any reproducible regression that affects a customer workload is a P1 incident. Status updates within hours; postmortem within ten business days.
Postmortems are public
When we miss an SLA or break a production deploy, the postmortem is published on /status with named accountability for the corrective action.
Didn't find what you needed?
Email support@apexworldlabs.com with the workload, the error message, and what you've already tried. A real engineer answers — same business day on Team and Enterprise tiers.