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 + 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 P0/P1 | < 1 hour (P0), < 4h (P1) |
Response times
Incidents are classified by priority according to their impact on the service:
- P0: service completely down.
- P1: critical functionality degraded.
- P2: issue with an available workaround.
- P3: question or improvement request.
| Priority | Description | Team SLA | Enterprise SLA |
|---|---|---|---|
| P0 | Service completely down | < 4 hours | < 1 hour |
| P1 | Critical functionality degraded | < 4 hours | < 4 hours |
| P2 | Issue with a workaround | < 1 business day | < 1 business day |
| P3 | Question or improvement | < 2 business days | < 2 business days |
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 P0 incidents without resolution, it escalates directly to the CTO.
Incidents affecting multiple customers get a public post-mortem published at status.html once resolved.
Security support
security@vericto.com is available on every plan, including Free. Initial response time is under 24 hours, regardless of business hours, for security vulnerabilities.