Customer Support

01How to reach us

Who can raise a request

• Named Users and Administrators of a customer organisation can raise any kind of request. Please write from the email address on your VecturAI account so we can verify you against your organisation’s workspace before discussing account details or acting on a request. Customers may also raise requests through their Customer Contact (the contact named in their Order Form).
• Collaboration Users (invited to view and comment on shared threads, without a seat) can contact us for access and product issues. Requests that touch the customer’s account, seats, billing or Customer Data are handled only with an Administrator of that customer.
• Partner-organisation users on a domain the customer has allow-listed who do not hold a seat are treated the same way as Collaboration Users: we can help with access and product issues, and anything concerning the customer’s account, seats, billing or Customer Data goes through one of the customer’s Administrators. Partner-organisation users who hold a seat are Named Users and can raise any kind of request.
• Recipients of a Snap link are not users of the Service. If a Snap does not open or the link has stopped working, please contact the organisation that shared it with you — VecturAI cannot discuss the contents of a Snap, or the account that created it, with recipients.

02What we can help with

Several of the items below are controls that your organisation’s Administrators hold in the Service. Where that is the case, please raise the request with an Administrator first: they can either action it directly or contact us on your organisation’s behalf.

• Access and sign-in — login problems, SSO issues, invitations and password resets. If your organisation manages access through its own identity provider, please check with an Administrator first.
• Seats — assigning, reassigning or removing a seat, and setting the default seat that new users receive on sign-up or first login, are Administrator actions in the Service under Section 3 of our Terms. Contact us if a seat cannot be assigned, or if a user has no seat and no default seat is configured. Account history, stored context and memory belong to the user account and do not move with a seat.
• Consumption and thresholds — questions about Reasoning Units (RUs), your monthly allotment (pooled across seats or a per-user quota, as set out in your Order Form) and overage; and help configuring the consumption thresholds and per-user limits your Administrators control under Section 7 of our Terms.
• Partner access — help with adding a partner organisation’s domain to the allow-list and confirming in the admin console that your organisation has signed a data processing agreement with that partner, both of which are Administrator actions under Section 4 of our Terms.
• Using the product — how a feature works and how to interpret an output: workspaces and threads, slash commands (prompt templates), Custom Tools, artifacts and downloadable outputs, Snaps and Snap sharing links, and the Knowledge Graphs made available within the Service.
• Bugs and unexpected behaviour — errors, incorrect results, missing content, performance problems, or a Snap that does not render.
• Third-party integrations — connecting, disconnecting or troubleshooting a system you have connected to the Service (for example Salesforce, HubSpot or ServiceNow), subject to Section 8.5 of our Terms: we cannot resolve outages, rate limits or API changes that originate in the third-party system itself.
• Billing and invoices — questions about fees and invoices under your Order Form, raised by an Administrator or your Customer Contact.
• Data and privacy requests — exports, deletion and access requests as described in our Privacy Policy and Section 8.4 of our Terms. Because Customer Data belongs to the customer organisation, these are raised by, or confirmed with, an Administrator (see section 07).
• Security questionnaires and compliance documentation — requests for our subprocessor list, compliance reports and security documentation, and vendor security questionnaires, go to compliance@vecturai.com rather than the support address. Our published security posture is on the Trust Center.

03What to include in a request

The more of the following you can include, the faster we can reproduce and resolve the issue. Please do not include passwords, API keys or other secrets in any message.

• Your organisation and the email address you sign in with.
• Where it happened — a link to the workspace, thread, artifact or Snap, or the URL from your browser.
• What you did and what you expected — the steps that led to the problem, and what you expected to see instead.
• When it happened — the date, time and time zone, so we can match it to our logs.
• Evidence — a screenshot or screen recording, and the exact text of any error message.
• Impact — whether it affects one person or the whole team, and whether there is a workaround.

04Response targets

We acknowledge every support request within one business day. An acknowledgement is a reply from a member of our team confirming that we have received your request and what happens next — not an automated receipt.

Business days are Monday to Friday, 09:00–18:00 India Standard Time (IST, UTC+05:30), excluding public holidays observed in Karnataka, India. A request received outside these hours is treated as received at the start of the next business day, and the one-business-day target runs from then.

Resolution times depend on the nature and severity of the issue. We keep you updated while a request is open and let you know when it is resolved or when we need more information from you. Where an Order Form specifies support terms for your organisation, the Order Form governs, consistent with our Terms of Service.

05Service status & incidents

Current platform availability, active incidents and scheduled maintenance are published at vecturai.instatus.com. If you are seeing an outage, please check the status page first — if an incident is already posted, we are aware of it and working on it, and updates will be published there.

If the platform appears to be unavailable and nothing is posted, email support@vecturai.com with “Possible outage” in the subject line.

06Reporting a security issue

If you believe you have found a security vulnerability in VecturAI, or you suspect that an account or data has been compromised, please email security@vecturai.com rather than the support address. This reaches the people responsible for security directly and keeps sensitive details out of the general support queue.

• Include enough detail for us to reproduce the issue, and let us know how you would like to be credited, if at all.
• Please give us a reasonable opportunity to investigate and remediate before sharing details publicly.
• Do not access, modify or retain data that does not belong to you beyond what is necessary to demonstrate the issue.

Our security posture, policies and compliance documentation are published on the VecturAI Trust Center.

07Privacy & data requests

Requests to access, correct or delete personal data, and questions about how VecturAI handles personal data, go to privacy@vecturai.com, as set out in our Privacy Policy. Requests for an export of your organisation’s Customer Data under Section 8.4 of our Terms of Service are raised by an Administrator with support@vecturai.com; exports are provided in a commonly-used, machine-readable format within the timeframe set out there. Because Customer Data belongs to the customer organisation, personal-data requests concerning it are raised by one of the organisation’s Administrators, or confirmed with an Administrator before we act on them.

For the terms that govern use of the platform, see our Terms of Service.