Support here is deliberately narrow: asynchronous, text-first, and documented before it is staffed. This page states the model plainly so that expectations are set before a transaction rather than after one. There are no customers yet, so what the model describes is mostly still ahead — but the ingress itself is open, and questions about the site and the published method are answered under the same rules.
The support model
Asynchronous only. Written requests, answered in writing. There is no phone line, no live chat, and no queue position to watch. A measurement question deserves a considered answer with the sample examined, and that is not something anyone should improvise in real time.
Self-service first, by design. These docs, the methodology and the glossary are the first line, and they are written to actually resolve things rather than to deflect. If a question reaches support that this documentation should have answered, the documentation was wrong — and fixing the page is part of answering the request.
Text-first, receipts attached. A good report contains the sample block, the method version, and the artifact. Troubleshooting lists what to gather. That format is not bureaucracy: it is what lets an answer be checked rather than believed.
Targets, never guarantees. The support page publishes first-response targets by tier. A target states what is aimed at and is measured against; a guarantee promises an outcome with a remedy attached, and this site publishes none — the distinction is kept because a promised window nobody audits is marketing.
What support does not cover
Nobody here will advise you on a trade, comment on your strategy’s prospects, or interpret a measurement into a recommendation. That boundary is not a staffing decision — it is the same limit that runs through every instrument. See what a result does not establish.
Nobody will ever ask for broker credentials, account logins, or any access that would let someone act on your behalf. There is no legitimate support scenario that requires them, and a message that asks for them is not from Hadal regardless of what it appears to be.
How to get in touch
The ticket ingress is the address published on the support page, and a ticket is an email. Nothing is for sale yet, so today the queue’s honest contents are questions about this site and the published method — welcome, and answered under the asynchronous rules above. For launch announcements the route is the launch list on the pricing page; the about page explains why this site would rather publish an honest absence than a plausible placeholder, which is exactly how this section read until the channel existed.
Frequently asked
Answered at the honest state of the project. Where an answer would need a figure or a date that has not been fixed, it says so rather than supplying a plausible one.
Can I use the instruments today?
No. Checkout is not open, no SKU has been listed, and no download exists. This documentation is published before customer one on purpose: a self-service centre written after launch is written under pressure, and the intended behaviour is only a commitment if it is published before the thing that has to honour it.
Why are there docs for products that are not for sale?
Because the docs are the commitment. Publishing the intended workflow, the limits and the refusal behaviour in advance means the shipped product can be held against them by anyone who reads both. Documentation written afterwards describes whatever was built; documentation written first is a specification someone can hold you to.
What do the prices on the instrument pages mean, and when do final prices publish?
The published prices are anticipated figures, labelled as such, and indicative only. They are the intended shape of the pricing, not a live price, and nothing is for sale at them. Final prices publish on the pricing page when checkout opens, under the standing rule that the hub price for an instrument sits at or below its marketplace-equivalent. No date for that has been published, and one will not be invented here.
Is the marketplace version a cut-down one?
No. A standalone marketplace SKU runs its complete battery on your own data at its own price. The hub tier adds depth on top of that, and it never unlocks a base function that was withheld. Paid-but-crippled is the model this one was built against.
Will there be a trial?
The intended model is a genuine trial period on hub subscriptions, plus each marketplace platform's own native trial machinery for the standalone SKUs. Exact mechanics publish with the prices, at the point of decision rather than in a footnote, and there is no trial to enrol in today.
What happens to a file I hand to an instrument?
Nothing happens to it today, because there is no hub, no account and no upload endpoint. The intended split is the one stated in the privacy policy: on-platform instruments run inside your own trading environment and the data never leaves your machine, while hub instruments process what you send server-side. The data-protection route is live — privacy@hadalinstruments.com, on the contact page — while the retention schedule remains NOT YET PUBLISHED and arrives with the full policy before checkout opens, rather than being filled in now with a plausible figure.
What does this site collect about me?
During pre-launch, only the email address you choose to give the launch list. There are no tracking cookies and no fingerprinting on this site; Google Analytics runs cookielessly, storing nothing on your device and attaching no identifier to you. The address is never sold, rented or shared. You can unsubscribe from any email Hadal sends, and you can request deletion at any time.
What happens if my sample is too small to measure?
The affected dimension prints a refusal rather than a number, stating what was required and what was present, and the other dimensions in the same run publish normally if their own floors were cleared. The floor is fixed in the method ahead of the data and cannot be lowered for a particular run, which is the property that makes an estimate that does publish worth reading.
Where do I report a mistake on this site?
The same way as anything else: in writing, with the recomputation attached where one applies. A correction with evidence is published as a correction, in the open, with the original left legible beside it. A published number that cannot survive being recomputed by a stranger should not have been published.
How do I hear when this becomes real?
The launch list on the pricing page is where launch and ratified figures are announced first. It is first-party, and it is used for that and for occasionally asking subscribers what they would find worth measuring — nothing else, and there is no other list, feed or programme attached to it. One unsubscribe link covers both. For a question rather than an announcement, the published contact routes are open.
Documentation — page 8 of 9, in reading order