How to contact support
Authorized customer contacts can email support@salenza.ai. The final onboarding materials will state supported hours, time zone, emergency escalation route and any plan-specific channels.
A useful request includes the affected account or location, channel, approximate time, observed behaviour, business impact, steps already tried and screenshots or identifiers that do not expose unnecessary end-client information.
Priority structure
| Priority | Typical impact | Handling approach |
|---|---|---|
| Critical | Widespread unavailability, confirmed security incident or material risk requiring immediate containment. | Rapid triage and escalation under the signed support terms. |
| High | Major production function unavailable with significant operational impact and no reasonable workaround. | Prioritized investigation and regular status communication. |
| Normal | Limited malfunction, degraded behaviour or configuration issue with a workaround. | Handled through the standard support queue. |
| Request | Guidance, content updates, feature questions or non-urgent configuration changes. | Reviewed and scheduled according to scope and capacity. |
Specific acknowledgement targets, restoration targets and escalation paths are stated in the Order Form or support schedule. Salenza does not publish invented SLA numbers.
Investigation and communication
Support may reproduce an issue, review relevant logs and configuration, coordinate with approved providers, apply a workaround, request customer testing and communicate progress. Sensitive production access will be limited to what is reasonably necessary and governed by access controls and confidentiality duties.
Security or privacy incidents follow the incident process in the Data Processing Addendum, not only the ordinary support queue.
Customer cooperation
Customers must maintain current authorized contacts, provide accurate information, promptly test reasonable fixes, keep connected systems supported, follow security instructions and avoid sharing credentials or excessive personal information in tickets.
Delays caused by missing access, incomplete details, customer systems or third-party approvals may affect resolution timing.
Maintenance and service changes
Planned maintenance will be scheduled and communicated according to the final service schedule where it may materially affect production. Urgent maintenance may be performed to address security, provider or stability risks. Availability measurement, exclusions and any remedies must be expressly stated in the signed agreement.
Scope and exclusions
Support does not include professional medical or legal advice, management of customer staff, repair of unsupported third-party systems, custom development unless ordered, or incidents caused by unauthorized changes or prohibited use. Third-party platform outages remain subject to those providers' operations.
For support, email support@salenza.ai. For privacy incidents, also email privacy@salenza.ai.