Support

Redtrail is supported by the team that builds it. Write to [email protected] and a person answers.

Response times

• Service down or agents cannot connect: acknowledged within 4 business hours, worked continuously until resolved.
• A change applied wrongly or history questions: acknowledged within 1 business day.
• Setup, billing and everything else: acknowledged within 2 business days.

Business hours are 9:00 to 18:00 Pacific, Monday to Friday. Team and Enterprise customers get the same address with a faster path; Enterprise agreements can add a phone line and a named contact.

What to include

• Your organization's domain, and whether you are an administrator or a user.
• The document name and the time of the problem, so we can find the session in the logs without reading the document. We never need the document itself.
• For agent problems: which client (Claude Code, Cursor, another MCP client) and the error text it showed.
• For the Word pane: the state shown in the pane's header (for example "connected · resumed" or "reconnecting") and the Word version from Word, About.

Setting up

Administrators start at redtrail.ai/onboard: approve the app for your organization, deploy the add-in from the Microsoft 365 admin center, connect an agent. Users need nothing; the pane signs in with their Microsoft account.

Bought through the Microsoft Marketplace? Seats and cancellation are managed in the Microsoft 365 admin center under Billing. The subscription's Configure account link returns you to Redtrail.

Security questions

Our security overview answers most of them. Reviewers and security teams can request the detailed FAQ through support.

Privacy and data requests

Administrators export, pause or delete history from the admin tools. Individuals may write to [email protected]; see the privacy policy.