Support
Channels, hours, response targets by severity, escalation, and how much notice you get before anything changes.
How to reach us, by tier
| Tier | Channels | Hours |
|---|---|---|
| Enterprise | support@vaethra.com and +43 678 1261314 | 24 hours a day, 7 days a week for a Sev-1. Business hours (08:00–18:00 CET, Monday to Friday) otherwise, with email monitored outside them. |
| Licensed API | support@vaethra.com | Business hours, 08:00–18:00 CET, Monday to Friday |
| Free (Terminal, Atropos) | support@vaethra.com | Best effort |
| Security reports | security@vaethra.com | Any tier, any hour. See disclosure. |
The phone line is for enterprise customers and for a Sev-1. For anything that is not urgent, email gets a better answer, because whoever picks it up can look at the system before replying.
By subject
The table above is by tier. This one is by what you are writing about, and reaching the right address first saves a round trip.
| Subject | Address |
|---|---|
| Faults, outages, anything not working | support@vaethra.com |
| Vulnerability reports and security incidents | security@vaethra.com |
| Security questionnaires, evidence requests, DPAs | security@vaethra.com |
| Privacy and data subject requests | privacy@vaethra.com |
| Contracts, terms and licensing | legal@vaethra.com |
| API access, pricing, everything else | contact@vaethra.com |
| Data providers, about our crawling | ops@vaethra.com |
Time to a named person, by severity
These are response targets — a person with the problem, not an autoresponder. Resolution time depends on the fault and is not committed in advance.
| Severity | Definition | Enterprise | Licensed API | Free |
|---|---|---|---|---|
| Sev-1 | Service unavailable, or the record is incorrect in a way you could act on | 1 hour, 24/7 | 4 business hours | Best effort |
| Sev-2 | Major function degraded; a workaround exists | 4 business hours | 1 business day | Best effort |
| Sev-3 | Minor fault, question, or documentation gap | 1 business day | 3 business days | Best effort |
| Sev-4 | Feature request or roadmap question | 3 business days | 5 business days | Best effort |
Severity is set by impact rather than by who reported it. If you believe something has been graded too low, say so and it will be regraded.
During an incident, updates follow the schedule on incident response rather than this table: hourly for a Sev-1, including when the update is that work is continuing.
What lets us answer in one exchange
- What you asked for — the endpoint and parameters, or what you clicked. A copy of the request is ideal.
- What you received — the status code and body, or a screenshot.
- What you expected, and why. Some reports turn out to be a licence filter or a source's publication cadence working as documented, and knowing what you expected distinguishes those quickly.
- When, with a timezone. Request logs are keyed by time and API key.
- Your key's identifier — the prefix.
Please never send a live credential, ours or anyone else's. If one has already been sent, tell us and it will be revoked immediately.
If the response is not adequate
- Reply on the thread and say you are escalating. This changes who reads it.
- Enterprise: call. +43 678 1261314. For a Sev-1, call first and email afterwards rather than waiting for a reply.
- Named contacts. Enterprise agreements name an engineering owner and a commercial owner with direct addresses.
Vaethra is a small company, which means you reach the person who built the system within one step. The 24/7 line is an on-call rota rather than a follow-the-sun support organisation.
How much warning you get before something changes
| Change | Notice |
|---|---|
| Breaking API change — a field removed, a type changed, an endpoint retired | 90 days by email to every active key holder, plus a
Deprecation header on the affected endpoint for the
whole window |
| Additive API change — a new field or endpoint | None. Clients must tolerate unknown fields, as stated in the API documentation. |
| New or replaced subprocessor | 30 days by email, with a right to terminate without penalty if the change is unacceptable. See subprocessors. |
| Planned maintenance with expected impact | 5 business days, and never inside a customer's stated business hours without agreement |
| Source removed from coverage | 30 days where the removal is our decision. Where an upstream provider withdraws a feed, as soon as we know, with the reason recorded on coverage. |
| Price change | Never within a committed term. 60 days before a renewal. |