Contact · every message logged
Every message, answered in order.
We run our inbox the way Basalt runs data: everything is logged, routed to the right desk and answered by a person. This is what the last few minutes looked like.
4 h
first reply
3
desks
0
bots
Inbox · all desks · live
62
open
median reply
38
min
Time
Message
Reply
14:02:11
pilot.request
12 min
14:01:54
incident.p1
3 min
14:01:30
invoice.question
41 min
14:00:58
connector.idea
1 h
14:00:12
security.report
22 min
13:59:47
interview.request
2 h
13:59:05
byoc.sizing
35 min
13:58:31
schema.help
18 min
13:57:49
dpa.request
3 h
13:57:02
role.question
4 h
Read by people · Routed by topic · Logged
Kept 90 days
What happens next
Four steps after you hit send.
Step
Minutes
01
A person reads it
Every message lands with the on-shift desk in Reykjavík, Berlin or New York, never a bot.
Step
Same hour
02
It goes to the right team
Sales, support, security or press, picked from your topic and what you wrote.
Step
Within 4 h
03
You get a real answer
A reply from someone who can act on it, usually with a time for a call.
Step
Next day
04
We follow up
If anything is still open, the same person checks in until it is closed.
Write to us
One form, three desks awake.
New message
All fields required
Headquarters
GMT+0
Reykjavík
hello@basalt.dev
08:00–17:00 local · Support and billing
Engineering
CET · GMT+1
Berlin
hello@basalt.dev
08:00–18:00 local · Support and partnerships
Go-to-market
ET · GMT-5
New York
hello@basalt.dev
09:00–18:00 local · Sales and press
Support in numbers
Eight figures from the inbox.
01
First reply
4
h
Longest wait on any plan, measured every business day.
02
Enterprise P1
15
min
From page to an engineer on the line, day or night.
03
Satisfaction
98
%
Of support conversations rated good or great.
04
Desks
3
cities
Reykjavík, Berlin and New York share one rotation.
05
Languages
6
spoken
English, Icelandic, German, French, Spanish and Polish.
06
On call
365
days
Someone is on shift every hour of the year.
07
Messages
4,800
a month
Read by people across sales, support and security.
08
Bots
0
in the loop
Nobody is routed to a script before a human.
Trailing 90 days across all desks. Updated on the first of each month.
FAQ
Small print, plain answers.
Is there a phone number?
Enterprise customers get a bridge line in their runbook. Everyone else gets a call booked within a day of writing to us.
Can I talk to an engineer before I buy?
Yes. Every pilot includes a session with a solutions engineer who has run streaming data in production.
Do you sign NDAs before a first call?
Yes. Send your NDA with your first message and we return it signed, usually the same day.
Where should bug reports go?
Open an issue from the dashboard so it carries your project ID and region, or write to support with the details.
