hamishAll sections
- Using Studio
- What Hamish AI Studio is
- Planning with Hamish Compass
- Starting a project and finding your way around
- Building your first app
- Changing and growing your app
- The Preview
- Images
- Your app's data
- APIs (connecting to outside services)
- AI features inside your app
- Publishing, your app's address and exporting
- Tokens and billing
- Plans and limits
- Getting support
- Languages
- FAQ
- Building and iterating
- While a build runs
- Preview and testing
- Images and media
- Your app's data
- APIs (outside services)
- AI inside your app
- Publishing, hosting and your app's address
- Tokens, plans and billing
- Account and access
- Your data and AI training
- Troubleshooting
- Reference
- What is coming (not available yet)
- What your app can do
Getting support
Start with Hamish Assist (Assist in the sidebar): it answers from this guide, any time, on every plan including Free. If Assist cannot resolve it, raise a ticket and the support team will pick it up.
- Click Raise a ticket on this page, choose a Category (Bug, Feature, Support, Billing or Account), add a Subject and Message, pick the Related App if there is one, and Submit Ticket. Your tickets are listed under My Tickets.
- Who is covered, and when. Hamish Assist: everyone, including Free, always. Email and tickets: everyone, answered to the aim below during business hours, which are Monday to Friday, 08:00 to 18:00 UK (09:00 to 19:00 CET). Platform incidents: everyone, including Free, around the clock, detected and acted on by us.
- We do not offer live chat today. It is in development. Hamish Assist is available at any time for instant answers, and human support is by email and tickets.
- How quickly we reply. During business hours we aim to reply to Member tickets within 12 hours, V-Plus within 8 hours, and V-Pro (priority queue) within 4 hours. Free gets email support on a best-efforts basis: Assist first, then a ticket. Free has no published response target.
- Outside UK and CET hours, wherever you are in the world: use Assist, then raise a ticket, and we aim to reply within 12 hours.
- For quick product feedback while you are building, use Send Feedback (the speech-bubble icon in the Studio header).
What happens outside business hours. One thing, and we raise it ourselves rather than waiting to be told: a platform incident. That means the infrastructure is down, so hamish.app is unreachable, sign-in is failing, builds are failing across the board, or published apps are not serving. Our monitoring detects it and alerts us at any hour, and it covers everyone including Free, because a platform failure is our failure rather than something you pay for. A model provider having trouble is not a platform incident: model routing fails over automatically, so builds keep working and nobody needs to be woken. Anything you send us is answered in business hours, to the aims above.
"My app is broken" can mean two things, and we treat them differently to keep the promise honest. A serving failure: your published app stops serving, returns errors, or its address stops resolving. That is our infrastructure, it counts as a platform incident, and our monitoring sees it. A build defect: the app serves fine but behaves wrongly after a build or after your own iteration. That is not an outage; fixing it means running build steps, which costs tokens and needs you awake and deciding, so it is a ticket answered to the aims above.
When you raise a ticket, tell us the app, what you expected, and what happened instead. A screenshot helps.