Support Policy
Last updated: 27 September 2026
This policy describes the support Techmek LLC provides for Vaultless Guard under the Terms of Service. It is the "Documentation" for support referred to in the Terms.
1. Protection never waits for support
The gateway runs on your machines. Whatever happens to the console, to support or to us, gateways keep detecting, tokenizing and withholding sensitive data with the policy and signed rules they already hold. Support exists to help you run and change the product, not to keep it protecting.
2. How to ask
Open a request in the console: Help & support. Everyone in your organisation with console access can open one and follow the thread. Requests opened by email to devopsplus11@gmail.com are accepted but are not on the response clock until they are in the console.
Never send secrets. Support threads are read by our staff. The console refuses a request that contains a credential, private key, payment card data, a government or health identifier, a credential file or an encoded secret, and says which kind it found (never the value). Describe it instead. If a secret was exposed, rotate it first.
You may attach diagnostics: what the console already shows about your fleet (gateway versions, self-test and budget states, routing coverage, and the last seven days' failure reason counts). They contain no prompts, files or values.
3. Severity
| Severity | Meaning |
|---|---|
| S1 | Protection or the console is down for many people, with no workaround |
| S2 | Seriously degraded, or one team is blocked; a workaround exists |
| S3 | A problem with limited impact, or a configuration question |
| S4 | A how-to question, feedback or a feature request |
We may change a request's severity with you if the impact turns out to be different.
4. First-response targets
Hours from submission in the console to our first reply by a person, wall-clock hours:
| Plan | Support | S1 | S2 | S3 | S4 |
|---|---|---|---|---|---|
| Community | Documentation and FAQ | — | — | — | — |
| Business trial | Business trial (email) | 8 h | 24 h | 48 h | 72 h |
| Team | Email support | 8 h | 24 h | 48 h | 72 h |
| Business | Priority support | 4 h | 8 h | 24 h | 48 h |
| Enterprise | Enterprise support (named engineer) | 1 h | 4 h | 8 h | 24 h |
The console shows each request's due time and whether the target was met. These are targets, not service credits; service credits for console availability are in the Service Level Agreement. Community plans are supported through the documentation and FAQ.
5. Supported versions
The current minor release and the two minor releases before it are supported (N-2). An older gateway keeps protecting and reporting; the console marks it unsupported, and we may ask you to upgrade before investigating a fault that a current release fixes. Upgrades are signed, side by side and roll back automatically on failure.
6. Security reports
Report a vulnerability through security.txt. Security reports are not support requests and are handled under our disclosure policy on the Trust page.
7. Status
Live service status is at /status. Incidents and planned maintenance are also announced at the top of every console.