Support
Real support on every plan.
Help from people who know the product, plus the founding team when you need them.
We answer Monday to Friday, 9am to 5:30pm UK time, and we’re closed on UK bank holidays. Response times are targets, counted in those hours.
| Feature | Basic Support | Founder Support | Priority Support |
|---|---|---|---|
| Plans | Starter | Growth | Pro and Team |
| How to reach us | Email: hello@outrun.so | Email: hello@outrun.so | Email: hello@outrun.so |
| First response target | 2 business days | 1 business day | 4 business hours |
| Who answers | Outrun support | Outrun support, with a direct line to the founding team | The founding team, first in line |
| Setup help | Yes | Yes | Yes, including setup for each rep on Team |
| ICP tuning | Guides and email answers | A review with the founding team on request | Ongoing reviews when you need them |
| Bad contact replaced | Yes | Yes | Yes, plus phone numbers |
| Missed digest | Leads added to your next digest | Leads added to your next digest, plus a service credit | Leads added to your next digest, plus a service credit |
Questions
Support, answered.
What if a contact’s email bounces, or it’s the wrong person?
Tell us within 30 days of the digest it came in. We’ll replace the contact with another person at the same company. If we can’t find a good one, we’ll add an extra lead to a future digest. This applies on every plan, to Confirmed and Confident emails alike.
What if my digest is late or doesn’t arrive?
Your digest is due at 7am in the timezone you set in Settings, Monday to Friday. If a day has no new leads that fit your ICP, we don’t send an empty digest. That isn’t a missed digest. If it’s late because of us, we send it the same day as soon as it’s fixed. If we miss a day entirely, those leads go into your next digest. On Founder and Priority Support you also get a service credit for that day on your next invoice. If something breaks, we email affected customers directly. We don’t run a public status page. Planned maintenance happens at weekends where possible, never between 6am and 11am your time, and we give 48 hours’ notice by email.
Can you help me tune my ICP?
Yes. On every plan we answer questions by email. On Founder Support you can ask for a review with the founding team. On Priority Support we review it with you whenever you need.
How do I get something escalated?
Reply to your support thread and ask. On Founder and Priority Support your message goes straight to the founding team.
How do I cancel?
You can cancel any time from your account settings. You keep access until the end of the period you’ve paid for.
Email hello@outrun.so. We’ll get back to you.
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