Service Availability & Support Policy
Support channels, response targets, availability, and customer responsibilities.
- Effective
- August 12, 2026
Support channel
Email hello@granvure.com for account, billing, security, or technical support. Include the organization name, affected workflow, approximate time, and a non-sensitive description. Never email passwords, provider secrets, full payment-card data, or confidential call content unless specifically requested through a secure channel.
Response targets
Granvure aims to acknowledge urgent service-unavailable or security reports within one business day and standard requests within two business days. These are operational targets, not guaranteed service levels. Support hours and holidays may affect response times.
Availability
Granvure does not currently offer a contractual uptime SLA. Planned maintenance, provider outages, carrier actions, internet failures, and security response may affect availability. Emergency services must not depend on Granvure.
Support boundaries
Customers remain responsible for their devices, internet, carrier accounts, connected-provider permissions, lawful consent, accurate configuration, and authorized users. Carrier ports, forwarding, number acquisition, OAuth approvals, and provider account reviews may require direct customer or provider action.
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