Support channels
The support channel available to you depends on your plan:
- Free: documentation at docs.html and GitHub Discussions. No email support.
- Builder: email to support@vericto.com.
- Team: priority email to support@vericto.com.
- Enterprise: private Slack channel (or Microsoft Teams on Premium) + email + emergency phone line.
Every plan, without exception, has access to security@vericto.com to report security vulnerabilities, regardless of the plan.
Coverage by plan
The table below summarises channels, hours and first-response SLA by plan:
| Plan | Channel | Hours | First-response SLA |
|---|---|---|---|
| Free | Documentation + GitHub | Not applicable | Not applicable |
| Builder | Mon-Fri 9-18h UTC-6 | < 1 business day | |
| Team | Priority email | Mon-Fri 9-18h UTC-6 | < 4 hours |
| Enterprise | Slack + Email + Phone | 24/7 for P1/P2 (all severities on Premium) | P1: 1 h (Standard), 30 min (Enhanced), 15 min (Premium). See details |
Response times
Incidents are classified by priority according to their impact on the service:
- P1: production down: the service is unavailable or enforcement data cannot reach Vericto, with no workaround.
- P2: major degradation: a critical function is degraded.
- P3: minor issue, or a workaround exists.
- P4: question or request.
| Priority | Description | Team (first response) |
|---|---|---|
| P1 | Production down | < 4 hours |
| P2 | Major degradation | < 4 hours |
| P3 | Minor issue or workaround | < 1 business day |
| P4 | Question or request | < 2 business days |
Enterprise: support by SLA tier
On Enterprise, support depends on the plan in your contract: Standard (99.9% SLA, on shared infrastructure), Enhanced (99.95%, with a dedicated deployment) or Premium (99.99%, with a dedicated multi-region deployment). Times are first-response targets, not resolution times. Business hours are Monday to Friday, 9:00 to 18:00, in the customer's time zone set in the Order Form.
| Feature | Standard · 99.9% SLA (shared infrastructure) | Enhanced · 99.95% SLA (dedicated deployment) | Premium · 99.99% SLA (dedicated, multi-region) |
|---|---|---|---|
| Coverage | 24/7 for P1–P2; business hours (customer's time zone, Mon–Fri) for P3–P4 | 24/7 for P1–P2; business hours for P3–P4 | 24/7 for all severities |
| First response P1 | 1 h | 30 min | 15 min |
| P2 | 4 h | 2 h | 1 h |
| P3 | 1 business day | 8 business hours | 4 h |
| P4 | 2 business days | 1 business day | 1 business day |
| Channels | Private Slack channel, email and phone | Private Slack channel, email and phone | Private Slack or Microsoft Teams channel, email and phone |
| Updates during a P1 | Every 2 h | Every 1 h | Every 30 min |
| Extras | Quarterly review | Named support contact, monthly review | Named technical account manager, post-incident report within 3 business days, annual DR/failover drill report |
What is covered
Vericto support covers the following areas:
- Integrating the TCP proxy with your database.
- Configuring standard and custom AST rules.
- Using the Vericto CLI/SDK.
- Problems in the Vericto dashboard.
- Billing and plan changes.
- Configuring Slack alerts and webhooks.
What is not covered
Vericto support is limited to the use of the service itself. The following fall outside the scope of support:
- Internal code of the customer's application.
- Configuration and administration of the customer's database.
- Bugs in third-party drivers or ORMs.
- General architecture consulting unrelated to Vericto.
- Incidents caused by misconfigured customer credentials.
Escalation process
If an incident is not resolved within the expected time, the escalation process is as follows:
- Contact support@vericto.com with a description of the problem, the estimated priority and steps to reproduce it.
- If there is no resolution within the applicable SLA, the ticket is escalated automatically to the engineering team.
- For active P1 incidents without resolution, it escalates directly to the CTO.
Incidents affecting multiple customers get a public post-mortem on the Vericto status page once resolved.
Security support
security@vericto.com is available on every plan, including Free. Initial response time is 48 hours at most, regardless of business hours.