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The Labrador support team is available via live chat, email, and a support form. Response times vary by channel, but most questions are answered the same business day. For time-sensitive issues, use live chat during business hours or mark your email subject line as “Urgent”.

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Live Chat

Live chat is the fastest way to reach the Labrador team. Click the circular yellow chat button in the bottom-right corner of any Labrador page to start a conversation. The team is available 9am to 5pm GMT and EDT on weekdays. During those hours, questions are typically answered within minutes.
Labrador uses Intercom to power live chat. If you use a screen reader or have difficulty with the chat widget, use email or the support form as an accessible alternative, you will receive the same quality of support through either channel.

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Email

For less urgent questions, detailed issue reports, or enquiries you’d prefer to send asynchronously, email the team directly. help@testwithlabrador.com When you write in, include:
  • The email address registered to your Labrador account
  • A clear description of the issue or question
  • Any relevant screenshots or export files that help illustrate the problem
Labrador responds within 24 hours on business days. If your issue is time-sensitive, include the word “Urgent” in the subject line so it is prioritised.

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Support Form

You can also submit a request through the form at testwithlabrador.com/support. Enter your email address, a subject, and your message, then click Send Message. Responses go to the email address you provide in the form. The support form is a good option if you’re not signed in or if you’re contacting Labrador on behalf of someone else.

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Security Issues

For vulnerability reports, suspected data incidents, or any security-related concern, use the dedicated security address rather than the general support channels. security@testwithlabrador.com Labrador will acknowledge security reports within two business days and keep you informed throughout the investigation. For full details on Labrador’s vulnerability disclosure process, see the Trust & Security page.

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Enterprise Support

Enterprise customers have access to a dedicated support representative who provides direct, ongoing assistance. Enterprise accounts can also arrange personalised onboarding and training sessions for their team. To set up enterprise support or learn more about the Enterprise plan, contact the Labrador team at help@testwithlabrador.com or via live chat.

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Before You Contact Support

Your question may already be answered in the documentation. Check these pages first:

FAQ

Answers to the most common questions about plans, exports, Jira, team roles, and security.

Quickstart

A step-by-step guide to creating your first project and running your first audit.

Audit Versions

How to create retest versions, start new audits, and manage version history.

Trust & Security

Encryption, backups, subprocessors, and the security controls available to you.