Support Center
Contact the right team
- Product and billing support: support@savagetechnicalsolutions.com
- Sales and assisted onboarding: ls@savagetechnicalsolutions.com
- Safety concern: safety@savagetechnicalsolutions.com
- Security concern: security@savagetechnicalsolutions.com
- Privacy request: privacy@savagetechnicalsolutions.com
- Legal question: legal@savagetechnicalsolutions.com
Response targets
These are operating targets, not guaranteed resolution times, and may be modified by contract.
| Severity | Examples | Initial response target |
|---|---|---|
| Sev 1 — Critical | Suspected cross-tenant exposure, security compromise, unsafe production command behavior, widespread outage, destructive data loss | 15 minutes |
| Sev 2 — High | Major function unavailable, credible incorrect deterministic output, failed production restore/migration, widespread auth or subscription failure | 1 hour |
| Sev 3 — Standard | Individual account problem, isolated defect, upload/report problem, degraded AI behavior with deterministic workflow available | 1 business day |
| Sev 4 — Request | How-to question, documentation clarification, training request, feature request, cosmetic issue | 2 business days |
What to include
Include the affected product area, approximate timestamp and timezone, expected behavior, actual behavior, reproduction steps, business impact, and any correlation/request identifier shown by the app. Screenshots and sanitized logs are useful when they do not expose sensitive information.
Do not send secrets
Never email passwords, service-role keys, Stripe secret keys, API keys, bearer tokens, private signing keys, unrestricted database dumps, or other credentials. Support will not ask you for them.
Industrial and safety boundary
Savi LoopIQ is decision-support software. Current production service remains read/monitor/analyze/recommend only for industrial systems. If a result could affect a live process, follow your site procedures, management of change, and qualified engineering review before implementation. Report any suspected unsafe recommendation through the safety channel above.
Billing and account help
For cancellations, refunds, disputes, subscription access, and account deletion, see our Business & Billing Information, Terms of Service, and Account Deletion pages.