Support & SLA

How to reach us, what response time to expect, and how to make every ticket land faster.

Channels

Channel	What it's for	Who can use it
Email — `support@zeridion.com`	General product questions, billing, integration help	Every plan
Email — `sales@zeridion.com`	Pricing, plan upgrades, Enterprise contracts	Every plan
Email — `security@zeridion.com`	Vulnerability disclosure, security incidents on our side	Every plan
Email — `abuse@zeridion.com`	Report a tenant abusing the platform	Every plan + the public
Email — `privacy@zeridion.com`	GDPR / CCPA data-subject requests, DPA execution	Every plan
Community Slack	Async help from the team and other developers	Every plan — join
Dedicated success engineer	Architecture review, integration planning, performance tuning	Business + Enterprise
Phone / shared Slack channel	High-severity production incidents	Enterprise only

Response-time SLA

How quickly we acknowledge your ticket. Acknowledgement ≠ resolution — resolution depends on the issue.

Plan	First response	Hours covered
Free	Best effort	Community Slack only
Starter	24 business hours	Mon–Fri, 09:00–17:00 UTC
Pro	8 business hours	Mon–Fri, 09:00–17:00 UTC
Business	4 business hours	Mon–Fri, 09:00–17:00 UTC + on-call rotation for P1 incidents
Enterprise	1 business hour for P1; 4 business hours for P2; 1 business day for P3	24/7 on-call for P1

Severity definitions:

P1 — Outage: API is down or returning 5xx on > 5% of requests for your project. We are paged.
P2 — Degraded: Latency or error rate is elevated but the API is partially functional, OR a feature you depend on is broken (e.g. webhook delivery failing for a specific event type).
P3 — Non-urgent: Documentation question, feature request, integration help.

Make your ticket faster

For every product issue, include the X-Request-Id header value from the failing response. Every Flare API call returns one — it's a ULID that lets us trace your request end-to-end through our logs in seconds instead of minutes.

curl -i https://api.zeridion.com/flare/v1/jobs/job_01J... \
  -H "Authorization: Bearer zf_live_sk_..." # gitleaks:allow
# Look for: X-Request-Id: 01JAXBKM3N4P5Q6R7S8T9UVWXY

The .NET SDK exposes the request id on every response via FlareApiException.RequestId; the TypeScript SDK via error.requestId. See the per-SDK error docs.

Also useful:

The timestamp (ISO-8601 with timezone) of the failing request.
The endpoint and HTTP method you called.
The error code (the error.code field in the response body) — not just the HTTP status.
The project ID (prj_...) — not the API key.

Never paste your API key into a ticket — we don't need it.

Security & vulnerability disclosure

Found a security issue? Email security@zeridion.com.

What to expect:

2 business days to acknowledge your report.
5 business days for an initial determination (in-scope / out-of-scope, severity).
90 days typical disclosure timeline — we publish a security advisory once the fix is deployed, naming the reporter unless requested otherwise.
A bounty for valid reports of high-severity issues. Range disclosed individually based on impact.

In scope:

Authentication / authorisation bypass.
Account or project takeover.
Cross-tenant data exposure.
Remote code execution.
Sensitive data leakage (API keys, customer payloads, audit logs).
Significant SSRF / XXE / deserialisation issues.

Out of scope (we already track these):

Self-XSS, clickjacking on pages without sensitive actions, missing security headers on the marketing site, automated-scanner output without exploitation steps, denial of service through rate-limit bypass on a single tenant's quota.

See the Security page for our broader security posture.

Abuse reports

To report a Zeridion Flare tenant violating our Acceptable Use Policy — sending spam, hosting phishing payloads, scraping competitor APIs, crypto-mining, etc. — email abuse@zeridion.com.

What to expect:

48 business hours to acknowledge your report.
5 business days for an initial determination.
Severe or repeat violations may be reported to law enforcement at our discretion.

Include the reporting evidence: timestamp, the abusive payload or URL, your relationship to the affected party (recipient, victim, downstream platform).

Quota / plan-limit increases

Ran into a 429 rate_limit_exceeded or 402 billing_state_blocked and you're already on the right plan? Email support@zeridion.com with:

Your project ID (prj_...)
Which limit you hit (request rate, daily quota, recurring schedules, etc.) — see Limits & Quotas
Your expected sustained load (e.g. "5,000 jobs / hour sustained, 50k / hour peak for a 4-hour window")
The use case (one paragraph)

Temporary increases are usually approved within 1–2 business days for Pro / Business / Enterprise customers.

Channels​

Response-time SLA​

Make your ticket faster​

Security & vulnerability disclosure​

Abuse reports​

Quota / plan-limit increases​

See also​