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1. Introduction

Ruby (a product of 17404531 Canada Inc, a Canadian Corporation) ("we," "us," or "our") provides this Support page to help users ("user" or "you") of Ruby and its integrations report issues and reach our team. By contacting us through the channels below, you acknowledge that you have read this Support page.

2. Scope of Support

This Support page covers users of Ruby and all supported integrations, including but not limited to:

  • Installation, configuration, and authentication of Ruby and its third-party integrations

  • Connecting and disconnecting accounts and services (Zoom, Google Calendar, Microsoft Teams, CRM platforms, and others)

  • Sync of meeting metadata, recordings, and transcripts into Ruby

  • AI-generated insights derived from meeting and deal data inside Ruby

  • Account, billing, and subscription questions related to Ruby

  • Bug reports, feature requests, and security inquiries

3. How to Contact Support

  • Email: support@heyruby.io

  • In-product: sign in at app.heyruby.io and click "Help" in the bottom-right of any page

To help us resolve your issue quickly, please include your Ruby account email, the account or service involved (for example, the Zoom account email you used to connect the integration), a brief description of the issue, the step where it occurred, any error message (a screenshot helps), and the approximate date and time with time zone.

4. Support Hours, Response Times, and Bug Reports

Support is available 24/7 via email at support@heyruby.io. We will do our best to respond by the next business day. For bug reports, email support@heyruby.io with the subject "Bug Report" and include steps to reproduce, expected behavior, actual behavior, and screenshots or screen recordings where available.

5. Common Questions

5.1 I cannot connect an integration

  • Confirm you are signing in with the correct account for the service you are connecting

  • Confirm your organization's administrator has not blocked third-party app installations for that service

  • Try disconnecting any prior connection and reconnecting from Settings in Ruby

5.2 My transcripts or recordings are not appearing in Ruby

  • Confirm that recording and transcription features are enabled on your account for the relevant service

  • Transcripts sync only after the third-party service finishes processing the recording; this can take several minutes for longer meetings

  • For recordings older than seven days at the time of connection, contact support for a manual sync

5.3 I want to remove Ruby's access to a connected account

  • Open Settings in Ruby and click "Disconnect" next to the relevant integration

  • You can also revoke access directly from the third-party service's app management page (for example, marketplace.zoom.us for Zoom)

5.4 A meeting is assigned to the wrong deal or account

  • Open the meeting in Ruby and use the "Assign" option to link it to the correct deal or account

  • If the issue is persistent, contact support@heyruby.io with details so we can investigate

6. Reporting Security Issues

If you have discovered a vulnerability in Ruby or any Ruby integration, please report it privately to support@heyruby.io with the subject "Security Vulnerability." Please do not disclose the issue publicly until our team has investigated and addressed it.

7. Service Status

Real-time status is available at status.heyruby.io. Subscribers receive email notifications when incidents are opened, updated, and resolved.

8. Billing and Account Inquiries

For questions about your Ruby subscription, invoices, or plan changes, contact support@heyruby.io. For your protection, please do not include credit card numbers or other sensitive payment information in support emails.

9. Feature Requests

Submit feature requests to support@heyruby.io with the subject "Feature Request." We may follow up to learn more about your use case but cannot commit to delivery dates for individual requests.

10. Escalation Path

If you are not satisfied with the response to a support request, reply to the original support thread with the words "Escalation requested." A senior member of our team will review your case and respond.

11. Contact Us

17404531 Canada Inc. support@heyruby.io A Canadian Corporation

Disclaimer

This Support page describes our standard support practices and does not modify any executed service agreement. In the event of a conflict, the executed agreement controls.