# Support

[RightNow AI](https://www.rightnowai.co/) / [Open models](https://www.rightnowai.co/docs/open-models) / [Support](https://www.rightnowai.co/docs/open-models/support)

Updated 2026-11-14

The ways to reach us, and what to send.

## Reach us

- **Status**: For a current incident, see [Status](https://status.rightnowai.co/).
- **Feedback**: The button at the bottom right of the [dashboard](https://www.rightnowai.co/dashboard).
- **Contact form**: Send a message on the [Contact page](https://www.rightnowai.co/contact). Its topics: Enterprise, Technical issue, Bug report, Business question, Billing, Partnership, Security review or procurement, General question.

## What to send

- **Request id**: The `X-Request-Id` from the failing response.
- **Status and code**: The HTTP status and the error code.
- **Leave out**: The API key and authorization headers.

A connection failure before the gateway handles a request may have no request id.

## A paused model

A paused model is not a missing model. Its id stays valid and stays listed, and nothing is charged.

- **A call**: `503` `hosted_model_paused`, with `Retry-After`. See [Errors](https://www.rightnowai.co/docs/open-models/errors#503-hosted_model_paused-with-the-next-availability-check).
- **The model list**: `availability: "paused"` and `paused_until`. See [Models](https://www.rightnowai.co/docs/open-models/models#available-and-paused).

## Next

[Account and access](https://www.rightnowai.co/docs/open-models/account)