There is no
support bot.Just the studio that built it.
Pick the route that matches what you need and send what is listed under it. A message carrying a job ID and a timestamp gets a useful first reply. A message that says it did not work gets a reply asking for the job ID, and you have lost a day.
For a first reply, the same commitment the security page makes. Nights and weekends are not covered. There is no queue position to check, because there is no queue.
A security report is read before anything else. Everything after that is answered in the order it arrives, whatever plan you are on.
Neither exists. Email leaves a record, which is what you want when a job ID and a timestamp are the whole conversation.
Four routes, one inbox
Every address below is hello@heckraiser.com with a different subject line. There is no form on this page on purpose: a box that swallows your message and hands back a reference number is not support, it is a waiting room. Mail lands where a person reads it.
Support
A job failed, a render came back wrong, an upload will not finish, a credit line does not add up. Anything about footage you have already put in.
What to include- The job ID from the studio URL, or the project name
- What you expected and what came back instead
- Whether the source was a file or a link, and roughly how long it runs
- When it happened, with your timezone
A message that says it did not work gets a reply asking for the job ID. Send the job ID first and skip a day.
hello@heckraiser.com → Cutlist supportPartnerships and API access
A key for the partner API, the MCP server, or clipping built into your own product. If your platform already records when things happen, that is the conversation worth having.
What to include- What your product already knows about timing - play logs, chapters, agenda items
- Rough volume: hours of source a month
- Whether you want clips returned by webhook or want to poll for them
Security disclosure
Report a vulnerability here before you report it anywhere else. Nobody will argue about whether you should have been looking.
What to include- What you found, and the request or steps that demonstrate it
- The account or project it touched, if any
- Whether it is already public, and any deadline you are working to
No bounty programme and no payouts - inventing either would be inventing a process we do not run. Credit in the changelog if you want it, silence if you do not.
hello@heckraiser.com → Cutlist security reportPress
An interview, a quote, a screenshot at a size that survives print, or someone to talk about how the pipeline actually works.
What to include- Your outlet and your deadline, with the timezone
- The angle you are working
- Whether you need assets, a person, or both
Three of these have a page behind them. Read it first and the conversation starts a step further along: the questions we get most, how anchored jobs work and the full disclosure policy.
What we cannot do for you
Four things people write in about that no amount of goodwill on this end will fix. Knowing them now is worth more than a polite reply in two days.
A one-hour SLA
Not sold on any plan, Studio included. Two working days is the number we will actually hold, so it is the only one written down.
Rights clearance
Whether you are allowed to clip a broadcast you did not shoot is a rights question. The tool cannot answer it and neither can this inbox.
A password reset link
There is not one built yet. If you are locked out, mail us from the address on the account. An account does not move to a different address on request, and asking twice does not change that.
Getting expired footage back
Clips are working output and they are swept 30 days after they render. Source uploads go within 2 days of a finished render. Once either is gone there is no copy left to send you.
Most of it is faster to just try
If the question is whether it handles your footage, the answer is quicker from the studio than from us. The trial is 160 credits — about 34 minutesof source — with every feature on, no watermark and no card. Then you are writing to us about a real job instead of a hypothetical one.
Open the studio