Connecting Odds

Contact Support

We currently offer email-only support. Send us a note and we'll get back to you within 2 business days.

Email us at
support@connectingodds.com
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Response time

Most messages get a reply within 2 business days, Monday-Friday.

Quick answers

Many questions are already answered in our FAQ.

Tip: include your account email and a short description of the issue so we can help faster.

What to write in your first message

We answer faster when the first message is specific. The four things that almost always speed things up are: the email address on your Connecting Odds account, the page or screen where the issue happened, a one-sentence description of what you expected vs what you got, and a screenshot if the issue is visual. If you're writing on behalf of a company page, mention the company slug so we can route your message to the right place.

Response times

The support team is small and we keep it that way on purpose, every message is read by a person who can actually act on it. Most replies land within two business days, often sooner. Billing and trust-and-safety messages are triaged ahead of the queue and usually answered same-day during the working week.

For trust and safety

Report abuse, impersonation, or harassment through the in-product report buttons whenever possible, they attach the relevant profile, post, or message automatically. For urgent safety concerns, email abuse@connectingodds.com directly with the URLs involved and a short description. Misrepresenting a company you're not authorized to represent is grounds for immediate removal.

For press and partnerships

For press inquiries, partnership pitches, or speaking requests, email the support address with "press" or "partnership" in the subject line and we'll route it to the right person. We do reply, but our response window for non-support inquiries is closer to a week than two days.

For privacy and data requests

If you need a copy of your data, want to correct something on file, or want your account deleted, you can do most of it yourself from account settings. For formal data-subject access requests (DSARs), use the dedicated data request page - it captures everything our privacy team needs to verify the request and respond on time.

Before you write

The FAQ covers the everyday questions, accounts, company pages, messaging, billing, privacy, and how we compare to other networks. If your question is in there, the answer is usually faster than waiting on a reply from us.

Contacting Connecting Odds, in depth

Every channel we operate, when to use it, our published response-time SLAs, and the self-service paths that often resolve questions faster than any human can.

The right channel for the right question

Connecting Odds has one general support inbox and a small set of specialised addresses that route directly to the person best placed to answer. Sending your question to the right address gets you a faster, more accurate answer.

General product help, feature questions, billing (even though there are no bills) and account issues go to support@connectingodds.com. First-touch response typically lands within eight business hours and often faster during weekdays. Weekend response for non-urgent tickets can take up to 24 hours.

Security disclosures, vulnerability reports and anything time-sensitive that could put user data at risk go to security@connectingodds.com. Every report is acknowledged within one business day and escalated to the on-call engineer immediately.

Privacy requests (data access, correction, deletion, portability) go to privacy@connectingodds.com. We honour every request within GDPR and CCPA statutory deadlines.

Partnership, press, investor and legal inquiries go to hello@connectingodds.com. Response times on these channels are typically two to three business days as they require review by non-support staff.

  • support@connectingodds.com - general product
  • security@connectingodds.com - security and vulnerabilities
  • privacy@connectingodds.com - GDPR/CCPA requests
  • hello@connectingodds.com - partnerships and press
  • abuse@connectingodds.com - report a user or company

Response-time expectations

We publish target response times so you know what to expect and can escalate if we miss.

First response on a support ticket during business hours (Monday to Friday, 09:00 to 18:00 CET, excluding public holidays): eight business hours. Median is closer to two hours.

First response on a support ticket outside business hours: 24 hours.

First response on a security disclosure: one business day. Escalation to the on-call engineer: immediate.

Resolution SLA depends on ticket complexity. Simple issues (account recovery, password reset, single-account questions) resolve within one business day. Product bugs are prioritised by severity: critical (production blocking) within 24 hours, high (feature broken) within one week, medium and low within the next release cycle.

If you have not heard back within the stated SLA, reply to your original ticket with 'escalate' in the subject and the ticket is routed to a senior team member immediately.

Answer common questions faster with self-service

Many support questions have documented answers that you can find faster than we can respond. The FAQ page covers 80% of the questions we receive across account setup, features, hiring workflows, privacy and billing. The guides directory contains workflow-specific walkthroughs (posting a first job, running a first interview, exporting your data). The blog publishes deeper case studies and product announcements.

The status page at status.connectingodds.com shows real-time uptime for every subsystem. If you are seeing an issue during a reported outage, our first response will simply confirm the incident is under active investigation.

  • FAQ: /faq - most common questions grouped by topic
  • Guides: /guides - workflow-specific walkthroughs
  • Blog: /blog - case studies and product news
  • Status: status.connectingodds.com - real-time uptime

Getting in touch as a hiring company

Companies with active workspaces have a dedicated onboarding pathway. Email support@connectingodds.com from the domain matching your workspace and mention that you are a company admin; we can review the workspace state and diagnose issues that a public support agent might not be able to see.

For teams migrating from an existing ATS, we offer a free 30-minute call to walk through the migration and answer setup questions. Request a slot via support with 'migration' in the subject; we will send a booking link within one business day.

Getting in touch as a candidate

Candidates can contact support for any account, profile, resume or application question. If you have applied to a role and the recruiter has not responded, we cannot force a reply - but we can help you understand where the application sits, whether it was viewed, and whether an alternative role would be a stronger match.

If you believe a recruiter or company has treated you unfairly, contact abuse@connectingodds.com with the details. Every report is reviewed, and companies that violate the community guidelines are warned or removed.

Press and media inquiries

For interviews, product demos, background briefings, statistics on hiring markets, or commentary on the recruiting industry, contact hello@connectingodds.com with 'press' in the subject.

We aim to respond to press inquiries within 24 hours during business hours. Include your publication, deadline, angle and any specific questions to speed things up.

Assets (logo, screenshots, product B-roll) are available at connectingodds.com/press or on request.

Partnerships and integrations

If you build a product that integrates with recruiting workflows (background checks, skills tests, salary data, HRIS platforms, payroll) and would like to explore a native connector or a marketplace listing, contact hello@connectingodds.com with 'partnership' in the subject.

We prioritise partners that add clear value to shared users, do not require additional user consent beyond what is already sensible, and are willing to abide by our security and privacy standards.

Coordinated security disclosure

We run a coordinated disclosure programme. If you believe you have found a vulnerability, please report it to security@connectingodds.com with as much detail as you can safely share (steps to reproduce, affected endpoints, impact assessment).

We acknowledge every report within one business day. We do not pursue legal action against good-faith researchers who follow the coordinated-disclosure process, avoid privacy violations, do not exfiltrate more data than necessary to demonstrate the issue, and give us reasonable time to fix before public disclosure (typically 90 days).

A public hall of fame for researchers who report qualifying issues is maintained at /security. Bounty payments for critical issues are handled on a case-by-case basis and paid within 30 days of resolution.

Community office hours

Every second Wednesday, we host a live office-hour session in the Connecting Odds Users group where the team answers product questions, walks through upcoming roadmap items and takes feedback. Everyone with an account is welcome to join. Announcements land in the group a few days in advance.

Feature requests and product feedback

Product feedback is the single most valuable input we get, and we treat it that way. Send suggestions to feedback@connectingodds.com or use the Feedback link in the app footer.

Every suggestion is triaged. Roadmap-worthy ideas get posted publicly to /guides with a discussion thread; you will be notified when the feature ships. We do not commit to individual timelines, but we do commit to acknowledging every well-formed request and to being honest when the answer is no or not yet.

Language support

Support is provided in English, Spanish, Portuguese, French, German, Italian, Dutch, Polish, Hindi, Turkish, Indonesian and Japanese. If you write to us in another language, we will use machine translation to understand the request and reply in English by default; we will do our best to route to a bilingual team member where possible.

Regional support and timezone coverage

Connecting Odds users are distributed across every populated continent, and support coverage follows demand. Business-hour coverage runs roughly 09:00 CET Monday to 18:00 PST Friday, giving broadly continuous first-response capability across Europe and the Americas. Asia-Pacific business hours are covered by a smaller after-hours rotation with a 12-hour target for first response.

Enterprise workspaces receive a dedicated account contact reachable via a private Slack Connect channel (or an equivalent secure channel of their choosing). Response times for enterprise contacts are guaranteed under the master service agreement, typically two business hours for standard issues and one business hour for anything flagged critical.

Escalation path when the standard response is not enough

Not every issue can be resolved by the first responder. If you feel your ticket is stuck or the resolution is wrong, escalate.

First level: reply to the ticket with 'escalate' in the subject and a brief explanation of why the current answer is inadequate. This routes to a senior team member within four business hours.

Second level: if the senior review does not resolve, request routing to the head of support at support-lead@connectingodds.com. Expected response within one business day.

Third level: for issues where you believe the company has behaved in bad faith, or that involve a substantial privacy or security concern, contact the CEO at ceo@connectingodds.com. This address is monitored personally and responded to within three business days.

We commit to never gate escalation behind a paywall, to never take an escalation as a personal insult, and to publish quarterly stats on escalation rates as part of our transparency reporting.

Reporting abusive users, spam and harassment

Any user or company that violates community guidelines can be reported. Send a full report (screenshots welcome) to abuse@connectingodds.com. Every report is reviewed by a human. Confirmed violations result in warnings, feature limits, or account suspension depending on severity and recurrence.

We publish a semi-annual transparency report detailing volumes of abuse reports received, action taken, and appeal outcomes. Personal data of both reporters and reported users is redacted; the aggregate stats are what we make public.

If you believe the company itself has treated you unfairly (a support agent was rude, an account was suspended in error), use the escalation path above rather than abuse. Escalations go to a different queue and are handled by senior staff.

Accessibility and accommodations

Our support channels are text-first, which suits screen-reader users well. If you require an alternate contact format (video-relay for deaf users, plain-text-only replies, large-print PDFs), tell us in your first message and we accommodate.

We work to keep the product itself WCAG 2.1 AA-compliant and publish an accessibility statement at /legal/accessibility. Report accessibility issues to accessibility@connectingodds.com; we prioritise these tickets alongside critical security issues.

How recruiter outreach works and what to do if it goes wrong

Recruiters at hiring companies can reach out to open-to-work candidates without a prior connection, subject to a daily quota per recruiter to prevent spam. Every outreach message carries a clear signal that it is recruiter-initiated so you can respond, decline or ignore accordingly.

If you receive outreach that is off-topic, spammy or violates guidelines (unsolicited sales, off-platform recruiting for unrelated products, aggressive follow-ups), report it. We suspend outreach privileges quickly on repeat violations.

If you never want to receive recruiter outreach, flip 'open to cold outreach' off in profile settings and no recruiter can message you without a prior connection.

Billing support (for the day billing exists)

Every current feature on Connecting Odds is free, so billing questions today are answered by directing users to the pricing page's explanation. When optional enterprise add-ons launch, billing support will be available at billing@connectingodds.com with the same eight-business-hour first-response SLA.

Talking to us about a large deployment

For hiring teams larger than 50 seats, or for enterprises that need to negotiate a Master Service Agreement, Data Processing Addendum or custom SLA, we run a light-weight sales conversation. Contact hello@connectingodds.com with 'enterprise' in the subject and include your team size, the incumbent stack you are considering replacing, your target start date, and any specific compliance requirements (regional data residency, industry-specific frameworks).

The conversation typically involves a 30-minute qualification call, a 60-minute technical demonstration with your team, a legal review that takes 1 to 3 weeks depending on your organisation, and a phased rollout plan. We do not run high-pressure sales cycles; the goal is to answer questions honestly and let you make the right decision on the merits.

Training and onboarding

Every new user has access to a self-serve onboarding flow that walks through profile setup, first search, first message and first meeting. For hiring teams, the workspace admin gets an extended onboarding sequence that covers member invitations, calendar integration, pipeline template selection, permission configuration and reporting basics.

Live training for teams of five or more is available at no cost: request via support with 'training' in the subject and we will schedule a 45-minute session with your team. Session recordings are provided so absent team members can catch up.

For very large deployments, we provide a train-the-trainer package: a two-hour session with your designated internal champion who then rolls the training out to your organisation on your preferred cadence.

Detailed uptime and reliability commitments

We publish 99.9 percent uptime targets across every subsystem: authentication, messaging, calls, scheduling, matching, applications and the public-facing pages. Real-time status is at status.connectingodds.com with per-subsystem history for the past 90 days.

For enterprise contracts, higher uptime tiers (99.95 percent) with financial credits for missed SLAs are negotiable in the MSA.

Planned maintenance is announced at least 72 hours in advance, scheduled in low-usage windows (typically Saturdays between 04:00 and 06:00 UTC), and lasts under 15 minutes for most changes. Zero-downtime deployments cover the majority of releases.

Incident post-mortems are published to the status page within 30 days for any incident that materially affected users. Post-mortems include root cause, timeline, remediation, and prevention actions taken.

Third-party risk questionnaires

Enterprise procurement teams often require vendors to fill out a third-party risk questionnaire (VSA, SIG, CAIQ, or custom). We complete standard questionnaires within one business week and custom ones on a best-effort basis, typically two to three weeks depending on length.

Common ready-to-share documentation includes: sub-processor list, DPA template, incident response policy overview, business continuity plan summary, backup and recovery procedures, encryption approach, penetration test summary. Full penetration test reports and detailed architecture documents are available under NDA.

Community meetups and conference presence

We attend a rotating set of industry conferences (SHRM, HR Tech, Recruit Fest, various regional talent acquisition summits). If you are attending and would like to meet, ping hello@connectingodds.com a week or two in advance and we will schedule a coffee.

We also sponsor a small number of community meetups per year, focused on independent recruiter groups and DEI-in-hiring communities. Meetup organisers looking for sponsorship or a speaker can contact hello@connectingodds.com with 'meetup' in the subject.

Affiliate and referral programmes

Because the product is free, there is no traditional affiliate commission to offer. However, we recognise that recruiters who introduce their peers to the product are doing us a real favour, and we operate a friends-of-Connecting-Odds programme with modest recognition perks (early access to new features, priority support routing, invitations to product roadmap discussions). Sign up at /friends or ask hello@connectingodds.com for details.

For candidates who introduce peers, the primary benefit is that a network of engaged users compounds the value of being here. We also occasionally run gift-card promotions for referrals during specific hiring seasons; those are announced in-app rather than via cold email.

A few final notes on getting the best support experience

Be specific in the first message. Include the URL of the page you were on, the account email, a screenshot when useful, and the exact steps that led to the issue. Vague reports lead to a back-and-forth that could have been resolved in one round trip.

One issue per ticket. If you have three unrelated issues, send three tickets. It keeps triage and routing simple, and prevents a fast-fixable question from being blocked behind a slow-to-investigate one.

Give us the benefit of the doubt on tone. Support agents work under time pressure and read hundreds of tickets a day. If a reply comes across as terse, it is not personal; ask for clarification if you need more detail.

And if you have a great support experience, tell us. We forward positive feedback directly to the individual agent involved, and it makes a real difference to how they think about their work.

A written summary of every contact route

For everyday product help, account issues, feature questions and general billing (which is $0 today), email support@connectingodds.com. First response within eight business hours, weekdays; 24 hours on weekends. For security vulnerabilities, coordinated disclosures and anything that could compromise user data, email security@connectingodds.com. Acknowledgement within one business day and immediate escalation to the on-call engineer. For GDPR access, correction, deletion or portability requests, and any privacy question, email privacy@connectingodds.com. Statutory-deadline compliance guaranteed.

For press, partnership, investor and legal inquiries, email hello@connectingodds.com; response within two to three business days. For reports of abusive users or companies, email abuse@connectingodds.com; human review of every report, action within one to three business days depending on complexity. For accessibility issues, email accessibility@connectingodds.com; prioritised alongside critical security issues. For DMCA takedowns and other legal notices, email legal@connectingodds.com with the elements required by law. For enterprise deployments (over 50 seats), MSA/DPA/SLA negotiations, or custom compliance requirements, email hello@connectingodds.com with 'enterprise' in the subject; expect a 30-minute qualification call within one week.

For internal escalation when a standard support response is insufficient, reply with 'escalate' in the subject for senior triage, or email support-lead@connectingodds.com for the head of support, or ceo@connectingodds.com for the CEO on genuine bad-faith or major-privacy issues. Every level of escalation is monitored and responded to on published timelines. Live office hours run every second Wednesday in the Connecting Odds Users group inside the app, open to every account holder. Migration support, training sessions and pilot planning are all free to request via support@connectingodds.com with the relevant subject.

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