Get help, from the people who built it.
Pearl support comes from the engineering team. No call-center triage, no escalation ladders — your issue lands in the same queue we work from.
What kind of help do you need?
General help
Question, setup help, "how do I…" — email hello@pearlfibers.com. Same-day reply on business days.
Bug or feature request
File it at /feedback — it lands in our queue immediately. Include the Pearl version and OS for fastest triage.
Security disclosure
Email security@pearlfibers.com. We acknowledge within one business day. Please don't disclose publicly until we ship the fix.
Sign-in trouble
Try sign-out + sign-in from the IDE Help menu, or visit /account. If you're stuck, email us with your Pearl account email.
Quota or billing
Pricing is sales-driven. Reach out via /pricing → contact sales or to your existing sales contact.
Read the docs
/docs covers getting started, AI features, keybindings, settings, and troubleshooting.
What to expect by plan.
| Plan | Response target | Channel |
|---|---|---|
| Pro | Within 1 business day | Priority email queue |
| Business | Same-day during business hours | Email + sales contact |
| Enterprise | Per contract SLA | Named account manager + dedicated channel |
| Security disclosures (any plan) | Within 1 business day | security@pearlfibers.com |
Status
A hosted status page is coming. In the meantime, if you're seeing issues that look broader than your own setup, mention it in your email and we'll confirm whether it's a known incident. Customer-affecting incidents are summarized in the changelog.