Skip to main content

​
Support channels

In-app chat

Fastest while signed inClick Helpcenter in the dashboard sidebar to chat with our team in real time, right inside LaunchSafe.

Email support

support@launchsafe.comFor technical questions, bug reports, feature requests, and account issues. Available on every plan.

Security reports

security@launchsafe.comFor vulnerabilities in LaunchSafe itself, unauthorized scan notifications, or account compromise.

Sales & demos

For pricing, custom deployments, and partnerships, contact sales or book a demo.
Teams and Enterprise plans include a private, dedicated Slack channel with direct access to our engineers, set up during onboarding.

​
How we respond

We prioritize by impact — anything that blocks scans or affects account security comes first. The quickest way to reach us is in-app chat while you’re signed in; email works well for everything else.
  • Enterprise plans can include a custom SLA with guaranteed response times — ask your account contact.
  • For real-time platform status and incident history, see the status page.

​
What to include in a support request

To help us resolve your issue quickly, include:
  1. Workspace — the workspace name shown in the sidebar
  2. Scan link or ID — if the issue relates to a specific scan, paste its URL
  3. Steps to reproduce — what you did, what you expected, and what happened instead
  4. Screenshots or error messages — any relevant visual information
  5. Browser and OS — for UI-related issues

​
Example of a good support request

Subject: Scan failing with a “sandbox provisioning timeout” error Workspace: Acme Corp Scan: https://app.launchsafe.com/dashboard/scans/… I started a scan against our staging URL (staging.acme.com). It showed “Provisioning scan infrastructure” for about ten minutes, then failed with a provisioning timeout. This has happened a few times today; earlier scans worked fine, and we haven’t changed our workspace configuration or target URL.

​
Report a vulnerability

If you’ve discovered a security vulnerability in LaunchSafe itself (not in an application you scanned), please report it responsibly:
  1. Email security@launchsafe.com
  2. Include a detailed description of the vulnerability
  3. Provide steps to reproduce if possible
  4. Do not publicly disclose the vulnerability until we’ve had time to investigate and fix it
We take security reports seriously and will work with you on a fix. Please give us a reasonable opportunity to remediate before any public disclosure.

​
Unauthorized scan notification

If you received an email from LaunchSafe about a Rules of Engagement execution that you did not authorize, contact security@launchsafe.com immediately. Include:
  • The email you received (forward the full email)
  • Whether you have a LaunchSafe account
  • Whether anyone else in your organization may have authorized the scan
We will investigate and suspend any unauthorized scanning activity.

​
Status page

Check LaunchSafe’s operational status and subscribe to incident updates:
  • Status page: status.launchsafe.com
  • Subscribe: receive email or Slack notifications for outages and maintenance windows

​
Documentation feedback

Found an error in the docs, or think something could be explained better? We welcome contributions: