Getting help (and what FILING-CRITICAL means)

Founding cohort issuers have direct access to the engineering and product team. Use it.

Channels

• In-app chat (bottom right of every authenticated page): typically answered within the hour during US business hours.
• Email steffan@marketfortress.app: answered within four business hours.
• Filing-critical: write FILING-CRITICAL in the subject. Routed to on-call regardless of hour.

What FILING-CRITICAL means

You should write FILING-CRITICAL in the subject when:

• A draft is broken and you cannot edit or export
• An export is producing invalid output (broken HTML, missing exhibits)
• The Concierge is stuck on a section and not responding
• An EDGAR-format file we generated is being rejected by your filing agent
• A scheduled deadline (10-Q, 8-K, NT 12b-25) is at risk

Do not use FILING-CRITICAL for product feedback, feature requests, or non-blocking bugs. Those go through normal channels.

What we will not do over chat

We will not give you legal advice. We will not draft your filing for you off the platform. We will not access your account without your explicit per-session consent (and the access is audited).

Office hours

Founding cohort office hours are every Thursday at 11am ET. The link is in your welcome email. Bring questions, feature requests, or just walk us through what you are working on.

The system status page

For platform-wide incidents (the kind that affect every issuer), check /status first. Active incidents are pinned at the top with the latest update timestamp. We post post-mortems for every P0 and P1 within 5 business days.