Support
Who to contact, and what to expect.
| Topic | Where |
|---|---|
| Evaluation, technical call, pricing | contact@saifuro.com |
| Security questions, document requests | security@saifuro.com |
| Vulnerability reports | security@saifuro.com |
| Hiring | contact@saifuro.com |
Existing customers
Email is answered within one business day. During onboarding you also get a direct channel with the implementation team and named contacts on our side. Policy changes, new agents, and adapter questions go there.
Availability
Every production plan carries a 99.9% uptime commitment. It is written into the service agreement rather than published as a target, and what it covers is set out there. Enterprise contracts add service credits and named incident response times, and set 99.95% where the system's placement relative to your agents allows it. The agreement and the data processing agreement are both provided for review before signature.
What happens when the commitment is not met is already defined in your policy, not decided during the incident: failure mode is set per class of operation, and critical categories fail closed. See how it works.
Incidents
If a decision looks wrong, send the request identifier from your log. Every verdict carries the policy version that produced it, so a disputed decision can be reconstructed exactly.
Vulnerability reports
We aim to acknowledge within two business days and do not pursue good faith researchers. Details in security.