Contact us
The Firmly docs team triages questions, bug reports, feedback, and scoping inquiries that come in through this page. Send an email to:
firmlydocs@firmly.ai
We reply, typically within one business day.
When to email firmlydocs@firmly.ai
| You’re here because… | Email us if… |
|---|---|
| Docs feedback | You found a typo, an unclear paragraph, a missing detail, or content that doesn’t match what you observed |
| Technical questions | You’re integrating against Firmly and the docs don’t fully answer your question |
| Bug reports | You’re seeing unexpected API behavior, error messages that don’t match the docs, or something that looks broken |
| Integration scoping | You’re evaluating whether Firmly fits your use case and the docs leave you with open questions |
| Sandbox access | You want a sandbox App ID to try the API — issued on request, typically within one business day |
| Feature requests | You’d like Firmly to support something it doesn’t yet, and you want it on the roadmap discussion |
| Security questions | You’re a security or compliance reviewer with questions about data handling, PII, retention, or audit posture |
What to include in your email
The faster we can help, the better. Including a few details up front saves a round-trip:
- Your name and company — so we know who’s reaching out and can route appropriately
- Your role — developer, PM, security reviewer, etc. Helps us match you with the right team on our side
- Which Firmly solution you’re working with — Agentic Commerce, Branded Commerce, Firmly Connect, Ad Commerce, Marketplace, or Publisher Commerce
- Which docs page or section the question is about — copy the URL or the heading
- What you’re trying to do — the goal, not just the symptom
- Whether you’re blocked — and if so, by what specifically (error code, missing info, broken example)
- Request IDs, timestamps, or error codes if you’re reporting a bug — we can correlate against logs
You don’t need every field. Just whatever’s relevant. We’ll ask follow-ups if we need more.
Where to go for other things
This inbox is for docs-side concerns. For other paths:
| You want… | Where to go |
|---|---|
| A commercial conversation (sales, contracts, partnership, pricing) | Email contact@firmly.ai, or use the lead-capture form on firmly.ai — both route to the commercial team |
| Account-team support for a live engagement | For account matters or a production incident, use the contact you’ve been working with at Firmly directly — they have full context on your integration. Docs and API questions are welcome here whether or not you’re already live — you don’t need to go through your account team for those. |
| Security disclosure (responsible disclosure of a vulnerability) | Email firmlydocs@firmly.ai with [SECURITY] in the subject line so we route it appropriately |
| Press, analyst, or partnership inquiry | firmly.ai |
What we don’t do here
To set expectations honestly:
- Live support for production incidents — if you’re an existing partner with a live integration that’s down right now, reach your account team / on-call contact directly. This inbox is not a 24/7 paging path.
- Contract negotiation — commercial terms, pricing, and SLAs go through the commercial path (contact@firmly.ai or the firmly.ai form), not this inbox.
- Replies on individual API trace investigations without a request ID — we can’t search for “the order that didn’t go through yesterday” without a
cart_id, request ID, or timestamp window. Help us help you.