Support
How to reach us, and how fast we answer
Signed-in customers can open a ticket from the dashboard, which reaches the team directly and keeps the conversation attached to the account. Everyone else can write to support@orvteam.com. Security reports have their own channel on the security page and are handled ahead of everything here.
Response targets
| Plan | First response | Channel | Covers |
|---|---|---|---|
| Free | Best effort | Email and in-app ticket | Account, sign-in and billing questions. |
| Trial | 2 business days | Email and in-app ticket | Everything above, plus help getting the API, STIX or blocklist working during the trial. |
| Base | 3 business days | Email and in-app ticket | Dashboard, data questions, false-positive review. |
| SMB | 1 business day | Priority queue on the same channels | Everything above, plus API, STIX and integration troubleshooting. |
| SOC | 8 business hours | Dedicated channel agreed at onboarding | Everything above, plus onboarding assistance and integration review. |
Targets are for the first reply from a person, measured Monday to Friday in UTC, and they are targets rather than a contractual service-level agreement. We would rather publish a number we keep than sell a guarantee we cannot yet underwrite. If a target is missed, reply on the same thread and say so.
Availability
Component health, per-sensor freshness and feed size are published continuously on the status page, which is generated from the live service and returns HTTP 503 at /api/status during a major outage so you can alert on it yourself. We do not sell an uptime percentage today. What we do commit to: if the feed API is unavailable for more than 24 consecutive hours, tell us and we extend your subscription by the affected days.
What we need from you
For an API or blocklist problem: the endpoint, the UTC time, the HTTP status and the response body, with your API key redacted. For a data problem: the IP address and what you expected instead. For a payment problem: the order reference from checkout and the transaction hash. That is usually enough to answer in one round trip instead of three.
Before you write
Quota errors, authentication headers and error codes are documented in the API documentation; how an indicator is collected and scored is on the methodology page; and wiring the feed into a specific tool is covered in the integration guides.