Support & service levels
How to get help with Velsano and the first-response targets we hold ourselves to. This is a statement of our support practice, not a contractual uptime guarantee with credits.
How to reach us
- In-app Help Center — open a request and track replies under "My requests".
- The in-app AI assistant answers most common questions instantly.
- Email support@velsano.ai.
Severity levels & first-response targets
| Severity | What it means | First response |
|---|---|---|
| P1 — Critical | Platform down or unusable for the whole workspace. | 4 business hours |
| P2 — High | A major feature is broken with no reasonable workaround. | 1 business day |
| P3 — Normal | A feature misbehaves but has a workaround. | 2 business days |
| P4 — Low | A question, cosmetic issue, or feature request. | 3 business days |
Service status
Live platform status and incident history are published at velsano.instatus.com.