Support
Help when you need it,
from people who built it.
Whether you are evaluating Fiducia or running it in production, here is how to reach us, how we classify what comes in, and what to send so we can help fast.
Support email
The primary channel for all product issues, questions, and requests. Every email opens a tracked case.
support@fiduciaos.ai →Book a working session
Prefer to talk it through? Book a 30 minute session against a control, an agent, or a rule you already answer to.
Contact us →Report a security issue
Found a vulnerability? Our security contact and disclosure policy are published and monitored.
Security & disclosure →How we classify cases
Every case gets a severity, consistently.
Cases are classified on receipt and confirmed with you. Response targets and any availability commitments are set in your service agreement; the definitions below are how we classify, and they are the same for every customer.
Severity 1
Platform unavailable, data integrity at risk, or a suspected security event.
Tenant inaccessible; the ledger is not recording; suspected unauthorized access.
Severity 2
Major function degraded with no workaround; assurance work is blocked.
Validations failing across sources; the review queue is unavailable; evidence packs cannot generate.
Severity 3
Partial degradation with a workaround, or a defect affecting some users.
One connector failing; a report format issue; slow performance in one view.
Severity 4
Questions, guidance, cosmetic issues, and enhancement requests.
How-to questions; documentation clarifications; feature requests.
Before you contact us
Send these, and we diagnose faster.
With these in the first message, most cases are diagnosed on first contact.
Your tenant name and the persona of the affected user.
What you expected, what happened, and the exact time with time zone.
The relevant identifier: a validation run, finding, source, report, or the request id from an API response.
Whether the issue is reproducible, and the steps if it is.
Business impact and urgency, which is what drives severity classification.
Common topics
Getting started
Understand the three products and how Fiducia sits between your estate and the agents that act on it.
Read →Core concepts
The lexicon: the words the platform uses, defined once and used consistently.
Read →The platform
Provenance, Runtime, and Assurance, and the capabilities across them.
Read →Security & trust
How we protect your data and run our own estate, and how to reach our security team.
Read →Service status and incident notices are shared with active customers directly. A Severity 1 case is escalated internally by default.
Not sure where to start?
Book a 30 minute working session and we will point you at the right surface, control, or rule.