Loading Optiviera...

Support Policy

May 7, 2026

How to get help, support channels, response time targets, and escalation procedures.

Support Channels

Email Support

[email protected]

Primary support channel for all requests

Billing Support

[email protected]

Invoice, payment, and subscription queries

Security

[email protected]

Responsible disclosure of security vulnerabilities

Legal Inquiries

[email protected]

DPA, compliance, and legal requests

Support Response Targets

PriorityStatusUse CaseResponse Target

Critical (P1)CriticalPlatform down, data breach< 1 hour

High (P2)HighCore feature unavailable< 4 hours

Medium (P3)MediumNon-critical feature issue< 1 business day

Low (P4)LowGeneral questions, how-to< 3 business days

Support Hours

Standard support is available Monday–Friday, 09:00–18:00 CET/CEST. Critical (P1) issues are monitored continuously. Support availability may vary during public holidays.

What to Include in Your Request

Clear description of the issue and steps to reproduce
Screenshots or error messages where applicable
Your tenant ID or account email
Browser and OS version for UI issues
Urgency level — helps us prioritize correctly

Escalation Path

First contact: [email protected] — standard ticket queue
Critical issues: mark subject with [CRITICAL] for expedited handling
Billing disputes: [email protected]
Legal and DPA inquiries: [email protected]
Security vulnerabilities: [email protected] (responsible disclosure)

Back to Help Center