01 Email
- Support
- support@spider.cloud Accounts, billing, API errors, blocked pages, refund questions.
- Sales
- sales@spider.cloud Volume pricing, contracts, and enterprise plans .
02 Community
The open-source engine and the hosted service share a community. Ask there when the question is about how to do something rather than about your account.
03 Service status
If requests are timing out or failing across the board, check the status page before you write in. We post incidents there.
04 Docs and answers
- Overview · Start here
- Quickstart · First request
- API reference · Every endpoint
- Guides · Worked examples
- FAQ · Billing, limits, formats
- Changelog · What shipped
05 What to send us
Four things let us find a failed request in our own logs:
- The endpoint you called and the request body
- The URL you were crawling or scraping
- The time of the request, with the time zone
- The response or error you got back
Your own request logs cover the last 24 hours and have all four. Never send us an API key.
06 Enterprise support
Enterprise plans add a priority queue and a written service level. These are the terms on that plan:
- Queue
- 24/7 priority
- Channels
- Slack, Discord, email
- Response
- < 2 hours
- Onboarding
- Included
To set one up, write to sales@spider.cloud .
07 Abuse, privacy, and legal
Report abuse of the service, or ask a privacy question, at support@spider.cloud . The same address handles a suspension you think is wrong.
The privacy policy covers how data is handled. The terms of service cover acceptable use, refunds, and liability.
