We Respond
Customer Support
How to reach the Beaverly team, what to expect when you do, and answers to the questions we hear most often from finance leads, CTOs, and SR&ED consultants using the platform.
Response target
1 business day
Hours
Mon–Fri, 9:00–17:00 ET
Primary channel
Location
Toronto, ON
Beaverly AI Inc. (“Beaverly”, “we”, “us”) supports its customers, partners, and prospects through a single, monitored email channel. This page describes how to contact us, what information to include, the service levels we commit to, and how we handle different categories of request — including security and privacy matters that may require escalation.
How to reach us
Email is the fastest way to get to the right person on our team. Every message is read by a human — there are no chatbots in the loop — and tracked through to resolution.
Support email
For urgent issues tied to an active audit deadline, please flag the urgency in your subject line.
What this channel covers
- Product questions, onboarding help, and account setup
- Billing, subscription changes, and adding teammates
- SR&ED claim guidance within the product
- Bug reports and unexpected behaviour
- Security, privacy, and data-access requests (see Section 04)
What to expect
Our service commitments are intentionally simple. We’d rather under-promise and over-deliver than publish SLAs we can’t sustain.
| Request type | First response | Target resolution |
|---|---|---|
| General inquiry, product question | Within 1 business day | Same business day where possible |
| Bug report, unexpected behaviour | Within 1 business day | Triaged and scheduled within 5 business days |
| Billing, account, or access change | Within 1 business day | Within 2 business days |
| Security incident (suspected breach) | Within 4 business hours | Per our incident response process |
| Privacy request (access, correction, deletion) | Within 1 business day | Within 30 days, per applicable privacy law |
Business hours are Monday – Friday, 9:00 AM – 5:00 PM Eastern Time, excluding Canadian statutory holidays. Messages received outside these hours are answered the next business day.
Help us help you
When you email support, including the following in your first message usually shortens the back-and-forth significantly:
- The email address tied to your Beaverly account
- The company / workspace name, if you work across more than one
- What you were trying to do, and what happened instead
- A screenshot or short screen recording, where relevant
- Any error message — verbatim is best
- The time (and time zone) the issue occurred, for bug reports
Sensitive information
Please do not send passwords, API tokens, or full credit-card numbers over email. If a support request requires access to your account, our team will tell you the secure way to share what’s needed.
Security & privacy requests
Reports about suspected vulnerabilities, data exposure, or privacy rights requests (access, correction, deletion, portability, objection) are handled with priority. Send them to support@beaverly.ai with a clear subject line — for example “Security: suspected vulnerability” or “Privacy: access request” — and they will be routed to the Trust Lead.
Full details of how we handle Personal Data, including the lawful bases we rely on and the rights available to Data Subjects, are set out in our Personal Data Protection Policy.
Frequently asked questions
How do I get started with a SR&ED claim in Beaverly?
After signing in, Beaverly walks you through connecting your engineering tools and answering a short series of eligibility questions. If you get stuck at any step, email support@beaverly.ai with the step you're on and we'll guide you through it.
What information do I need to prepare before using Beaverly?
At a minimum: a description of your technical projects, your payroll data for the claim period, and access to any contractor invoices tied to R&D work. Beaverly will prompt you for additional information as it builds your evidence package.
Is my data secure?
Yes. Beaverly runs on encrypted infrastructure, applies least-privilege access controls, and is undergoing SOC 2 certification. For our full data-handling commitments, see the Personal Data Protection Policy at /privacy-policy. To request our security overview for an internal review, email support and we'll send it.
Can I get a human expert to review my claim?
Beaverly is designed to give you a strong, defensible claim on your own. If you'd like a SR&ED consultant to review your work before filing, we can refer you to one of our preferred partners listed at /partners.
How do I update billing or add a teammate to my account?
Email support@beaverly.ai with the change you'd like to make. We'll process it within one business day and confirm back by email.
I think I've found a bug — what should I do?
Email support with what you were trying to do, what happened instead, and a screenshot if possible. We triage every report and you'll hear back from a human, not a bot.
Where can I see Beaverly's pricing?
Pricing details are on the pricing page at /pricing. If you have an in-house SR&ED capability or work with an existing consultant, email support and we'll explain how that affects your plan.
Last reviewed: · Owner: Trust Lead, Beaverly AI Inc.
Where do you want to start?
Toronto, ON