Support and maintenance

Getting help

Everything goes through the contact form, which routes by topic to whoever owns that area. Picking the right topic is the single biggest factor in how fast you get a useful answer.

Where each kind of problem goes
Problem	Pick this topic	Target first reply
A kit part is missing, broken or does not match the manual	Kits	[target]
A fabrication job is wrong, late or needs changing	Fabrication	[target]
A Lab tool gives a wrong result or will not load	Lab	[target]
Competition entry, rules or eligibility	Competitions	[target]
Billing, invoices, refunds	Orders	[target]
A security issue — see below, do not use the form	—	[target]

Response targets are unset because they are a staffing commitment, not a design choice. Publishing a number nobody is rostered to meet is worse than publishing none.

What to include

Most support threads run long because the first message is missing one of these.

Which kit, job or page. The kit name, the order or entry reference, or the exact address of the page.
What you expected, and what happened instead. Both halves — "it does not work" cannot be acted on.
What you already tried. Saves us suggesting it back to you.
A photograph, for anything physical. It usually replaces a whole exchange of messages.
Your browser and device, for anything in the Lab. The 3D tools behave differently across GPUs.

Reporting a security problem

If you have found a vulnerability, please do not put it in the public contact form. Write to [security contact address]. Tell us what you found and how to reproduce it, and give us a reasonable window to fix it before disclosing. We will confirm receipt and keep you updated. We will not pursue anyone who reports in good faith and does not access or alter other people's data.

Maintenance windows

This site is static, so ordinary updates go out with no downtime and no window is needed. The Lab is the part that can genuinely go offline, because it has running state to migrate.

Planned maintenance
Regular window	[day and time, in a stated timezone]
Notice for planned work	[how far ahead, and where it is announced]
Emergency work	Without notice where security requires it. Announced here as soon as it starts.
During a competition	No planned maintenance while a competition is being judged.

A timezone matters more than it sounds: entrants and schools are not all in one, and "Saturday night" is Sunday morning somewhere.

Current status

All services normal

Nothing is known to be degraded. This block is edited by hand today; a real status page is a separate piece of work and should not pretend to be automatic until it is.

Contact — the routed form
Refunds and cancellation
Terms and conditions — including what the Lab tools are and are not warranted for
Privacy policy