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Support

Venturi support is tiered, least-privilege, and fully audited. Every published response and uptime commitment traces to an instrumented service-level objective, and Venturi support has no standing access to your tenant; any investigation runs under a time-boxed, customer-approved, fail-closed grant.

To reach support, open a case from the in-product Support page (/support), email contact@venturi.systems, or, for security matters, email security@venturi.systems. Support paths shows which channel to use for each kind of issue.

What governs your support experience

  • Your support tier sets the response targets and escalation path.
  • Every commitment is traceable to a measured SLO; Venturi never publishes a number it does not instrument.
  • Support access is break-glass only: customer-approved, time-boxed, MFA-gated, audited, and incapable of crossing your tenant boundary.

Tiers at a glance

Acknowledgment targets by severity, availability commitments, and escalation paths for each tier:

Tier Sev-1 Sev-2 and Sev-3 Availability Escalation
Standard Best effort, business hours Next business day 99.9% serving plane; fail-open AI traffic path Customer Success handles the case; Sev-1 cases escalate to the incident responder during business hours
Premium 15-minute case acknowledgment target, around the clock 4 business hours 99.95% serving plane; fail-open AI traffic path Named Customer Success contact, then a named escalation manager
Regulated 15-minute case acknowledgment target, around the clock 4 business hours 99.95% serving plane; fail-open AI traffic path Named Customer Success contact, then a named escalation manager, with residency-bound break-glass governance

Your order form names the tier you hold; it is the commercial authority. The index-freshness SLA and attribution-coverage floor that each tier carries are in Commitments by support tier. Your support tier is separate from your plan: the tier sets support response and the commitments on this page and in SLAs & SLOs, while your plan sets entitlements such as the role and feature ceiling and default API rate limits. The fail-open AI traffic path covers the Venturi dependencies behind the decision-time interceptor; see Proxy endpoint reachability for the drop-in proxy endpoint itself. Under Premium and Regulated, your named Customer Success contact and escalation manager are listed with their contact details on the in-product Support page (/support).

The acknowledgment targets on this page apply to support cases you open. When Venturi declares an incident, whether from its own monitoring or from your case, the incident’s first customer notice and update cadence run on the clocks in Status & incidents, which start when the incident is declared and apply on every tier.

Business hours means 09:00-17:00 Pacific Time, Monday-Friday, excluding United States federal holidays. Acknowledgment targets stated in business hours are measured only during those hours.

How the 15-minute Sev-1 acknowledgment target is backed

Under Premium and Regulated, the 15-minute Sev-1 case acknowledgment target applies around the clock, every day of the year, including weekends and United States federal holidays; it is not limited to business hours. It is backed by Venturi’s instrumented on-call coverage: every acknowledgment is measured against the 15-minute target, and a coverage gap or missed acknowledgment is detected and raised through an independent alerting channel. See SLAs & SLOs.

Every commitment is traceable to an SLO

Each response-time and uptime commitment maps to a named indicator in Venturi’s SLO catalog, so you can always trace a contractual promise back to a signal you can observe. The uptime numbers above all derive from the serving-plane availability indicator (99.9% on Standard, 99.95% on Premium and Regulated, over a rolling 28-day window). The RPO ≤ 15 min / RTO ≤ 1 h pair is a platform recovery objective on every tier, not a per-tier commitment; see Disaster recovery. The 99.9% figure governs Venturi’s own serving surface, not your AI traffic: fail-open means a slow, degraded, or unavailable Venturi dependency behind the interceptor never blocks a request.

Severity and escalation

Venturi classifies issues by customer impact, and the severity sets both the acknowledgment target and the escalation path for your tier.

Severity Definition Acknowledgment target Escalation
Sev-1 A core surface is unavailable (for example, the serving plane cannot complete requests), or attribution is materially wrong at scale 15-minute case acknowledgment target, around the clock (Premium, Regulated); best effort during business hours (Standard) Escalated to the incident responder immediately on Premium and Regulated and during business hours on Standard; named escalation manager on Premium and Regulated
Sev-2 Significant degradation or partial outage with a bounded scope: freshness lag, partial coverage loss, or sustained heuristic fallback 4 business hours (Premium, Regulated); next business day (Standard) Technical support; named escalation manager on Premium and Regulated
Sev-3 Minor degradation with a workaround and no material impact on correctness 4 business hours (Premium, Regulated); next business day (Standard) Standard support queue
Sev-4 Informational or non-urgent question with negligible customer impact Next business day Standard support queue

Separately from support cases, critical in-product alerts (for example, a connector that is hard down or a dispute past its SLA) follow the escalation chain configured in your tenant: the alert owner, then a role queue such as FinOps review, then your Admin, until someone acknowledges the alert. The chain records its full path and respects your business calendar. See Status & incidents for the incident lifecycle, the customer notification cadence, and degradation states.

Support paths

Path Use it for Channel
Product support Setup, dashboards, exports, and interpretation questions In product: open a case from the Support page (/support), or contact@venturi.systems
Technical support Connector failures, API behavior, webhook delivery, deployment issues In product: open a case from the Support page (/support), or contact@venturi.systems
Security support Private vulnerability reports, Trust Center questions, audit evidence security@venturi.systems
Incident escalation Availability, freshness, or data-quality incidents Open a case from the Support page (/support) and select Incident; if the product is unreachable, email contact@venturi.systems

The shorter support entry page points to these same channels and does not define a second support process.

How Venturi support access is governed

This is the part security teams care about most: Venturi support has no standing access to your tenant. When an investigation requires access to your environment, it runs under a break-glass grant with hard, fail-closed guardrails.

Tenant-specific implementation status

No standing access is the baseline. The onboarding checklist records whether the customer-approved, MFA-gated runtime grant is verified for your tenant. If it is not verified, support works from customer-supplied diagnostics and does not receive tenant access.

Support break-glass: the guarantees

  • Customer-approved. Access is requested for a specific tenant and reason, and granted only when a customer Admin approves it with a fresh step-up assertion.
  • Time-boxed. The grant carries an expiry (4 hours by default, never more than 24 hours) and auto-revokes when the window closes; extending it requires a new approval.
  • MFA-gated and least-privilege. Scoped to the minimum needed for the case; read-only by default.
  • Fully audited and customer-notified. Every action is written to your append-only, object-locked audit log, attributable to the support actor, and reviewed after use; opening a grant notifies you.
  • Tenant-bound and residency-correct. A break-glass grant can never reach across your tenant boundary or out of your residency region, and it fails closed on any of those checks.

Break-glass is one of the fail-closed surfaces (like authentication, authorization, tenant isolation, export, and billing). The decision-time interceptor’s fail-open allowance for your AI traffic never extends to a support-access decision. For the full step-by-step flow (request → Admin approval → scope/purpose/duration → step-up MFA → ticket-bound session → read-only default → immediate revoke → append-only audit → post-use review) and exactly what is and is not visible to Venturi staff before a grant exists, see Support-access architecture. See also Tenant isolation and Residency & subprocessors.

Evidence-linked support cases

A support case is evidence-linked from the moment it opens, so Venturi support can reason from your real state rather than from guesswork. When you open a case about a disputed attribution, the case surfaces, without requiring data access beyond the audited grant, the affected record’s:

  • Evidence basis: the signals that supported the attribution.
  • Output state and operational confidence (coper).
  • Degradation state: whether the result came from the trained model or a fallback.
  • Links to the relevant coverage report, export manifest, and audit entries.

The case also carries your tenant’s lifecycle stage and onboarding-completion status, so support has the context to resolve quickly. See Confidence & evidence for what each field means.

Before opening a ticket

Check Status & incidents, connector freshness in Observability & diagnostics, and the troubleshooting reference. Include request IDs, connector names, timestamps, and affected export or attribution IDs. Do not send cloud secrets, federation tokens, provider keys, or customer data.

To report a security concern, do not open a public issue. Report it privately to security@venturi.systems or through the security.txt intake of Venturi’s coordinated vulnerability disclosure program. See the Trust center.

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