Before you write. If the app is slow, erroring, or decomposition is not returning work, check the status page first. If a component there is not green, we already know and are on it — no need to write, though you are welcome to.
Start here
Something is broken
Check status, then write to runiondd@gmail.com with what you were doing when it broke.
A question about billing
Plans, credits, the trial and cancelling are all explained on pricing and in the terms. If something still does not add up, write to us.
The output is not right
Decomposition quality depends heavily on what you put in. Before the first breakdown, Sortie HQ may ask up to three questions about the initiative; answer the ones you can and skip the rest, and each answer becomes a decision the plan follows. It flags an item for review only when a missing answer blocks planning its next level, and lists that question first under “Questions from Sortie” on the item. Other questions it has are listed there too, to answer anytime, and questions about how to build it (which tool or format) are listed for engineering; neither flags anything; answering them there is the fastest fix. After a breakdown, a question that blocks several items is asked once for the whole plan, above the plan: up to three at a time, the ones holding up the most work first. If other items already assume an answer, you can confirm it or give your own. One answer shows every item it affects rewritten; accept them all or discard any. Accepting an answer, here or on a single item, never approves anything: items that no longer have a blocking question go back to draft for you to approve. Skip any question and it stays on its items. If the plan is still off, send us the strategy you wrote and what you expected instead — that is the most useful email we get.
You want to talk to a person
Ask. Write with a couple of times that suit you and you will be on a call with the founder, not a rep.
How to reach us
Email, at runiondd@gmail.com. That is the whole list, on purpose: a second channel nobody watches is worse than one that is answered.
There is no phone line and no live chat widget. If you need to talk, say so in the email and we will set up a call.
What to include
A reply is faster when the first email already has what we would otherwise have to ask for:
- The email address your Sortie HQ account uses, and your organization name.
- What you were doing, and what happened instead of what you expected.
- The time it happened, roughly, and your time zone.
- If the app showed an error, the request id it displayed — it lets us find the exact failure in our logs rather than guessing.
- A screenshot, if it is a display problem.
Please do not send us passwords, API keys, or your LLM provider credentials. We will never ask for them, and there is no support problem that needs them.
How fast we answer
A first reply within one business day, Monday to Friday, US Central time. Most arrive sooner.
That is a target we mean, not a contractual service level. Paid plans do not currently buy a faster queue — when that changes, this page changes with it, and so will the terms.
If something is down for everyone, the status page is updated before the inbox is cleared.
Billing, trials and cancelling
You can cancel at any time from Settings → Billing, which opens the billing portal. Cancelling during the 14-day trial means no charge at all.
If you were charged in a way you did not expect, write to us with the date and amount. We would rather refund a surprise charge than argue about it.
The full terms are in Plans, billing and renewal.
Security and privacy
To report a vulnerability, write to runiondd@gmail.com with Security report in the subject. Please give us a reasonable window to fix it before publishing.
For data questions — what we store, where, for how long, and how to get it back or deleted — see the privacy policy and the data processing addendum, then ask us anything they do not answer.
What support does not cover
We will help you use Sortie HQ, work out why it is behaving the way it is, and fix anything that is our fault. We are glad to look at a strategy that decomposed badly and tell you what we would change.
We are not a consultancy: we will not write your strategy for you, run your planning process, or take on work inside your Jira. If you want that kind of help, say so — we will tell you honestly whether we can, and what it would cost.