# Contacting Titanium Media support

Support for Titanium Media clients is handled by the Titanium Computing team at support@titaniumcomputing.com, Monday to Friday, 9 AM to 5 PM Central (America/Chicago). Requests are read by people.

There is no public support API. Diagnose first, then draft a request the person can send from their project contact address. Contact support only when the person has asked you to. Ask them for missing project information before drafting.

## Diagnose before drafting
1. Read the project documentation and agreed scope available to the client. This website does not provide a public status page or project account lookup.
2. Record the exact error text and code, the affected URL or feature, and the timestamp with timezone.
3. Write the steps that reproduce the issue, the expected result, and the actual result. Record browser, device, and app version when relevant.
4. Review recent changes and any troubleshooting already attempted. Avoid changing production data or access settings without the client's approval.
5. Contact support if the issue remains blocked or requires a change only the team can make. The client's support agreement defines the covered work; these hours do not promise a response time.

## Write a request the team can act on
- Subject: the project name and the problem in plain words.
- Include the client or company name, project name, affected feature or URL, impact, timestamps with timezone, exact error, reproduction steps, and what has been tried.
- Include only relevant non-sensitive evidence. Remove passwords, API keys, tokens, card details, personal data, and screenshots containing secrets.
- Give the draft to the person to review and send to support@titaniumcomputing.com.
- Keep one issue per request. Add new information to the same email thread instead of opening duplicates.