Support Policy

1. How to reach us

Email is our single support channel. It gives you a written record and gives us the context we need to reproduce an issue.

• Support email: hello@vertexdynamicslabs.com
• Hours: Monday to Friday, 09:00–17:00 US Central Time, excluding United States public holidays
• Language: English

We do not currently offer telephone or live chat support. If a live conversation is the fastest way to resolve something, we will arrange a call with you by email.

2. What to include in a request

The more of this you can give us up front, the faster we close the loop:

• The product or agent name, and the environment it is running against
• What you expected to happen, and what actually happened
• The time and time zone the issue occurred
• Any error text, correlation ID, or screenshot
• Whether the issue is reproducible, and the steps if so

Please do not send credentials, secrets, API keys, or production personal data in a support email. If we need to see data to diagnose an issue, we will agree a secure method with you first.

3. Severity levels and response targets

Response time means the time to a substantive human reply with an owner and a next step. It is not a resolution time — we will not promise a fix window we cannot control.

We assign the initial severity from your description and will tell you if we think it belongs at a different level, and why.

4. Products in private preview

Several Vertex Dynamics products are in private preview or early access. For those, support is provided on a best-effort basis and the targets in section 3 are goals rather than commitments. We will always tell you which category a product is in before you rely on it. Where a preview product carries a known limitation, it is stated on that product's documentation page rather than discovered by you in use.

5. What is in scope

• Installation, configuration and upgrade of Vertex Dynamics software
• Defects and unexpected behaviour in our software
• Guidance on intended use, and on our published documentation
• Questions about our data handling, security posture and audit output

6. What is out of scope

• Faults in Microsoft Dynamics 365, Power Platform, Azure or other Microsoft services — raise those with Microsoft, and we will help you frame the case
• Customisations, extensions or integrations built by you or a third party
• General Dynamics 365 administration, training or consulting not related to our software
• Recovery of data lost through action taken outside our software

Consulting and implementation services are a separate commercial engagement and are not covered by this policy.

7. Escalation

If a request is not moving, reply on the existing email thread with ESCALATE in the subject line. Escalations are reviewed by the founder. Because Vertex Dynamics is a small team, escalation reaches a decision-maker quickly — there is no queue to climb.

8. Security issues

If you believe you have found a security vulnerability, please email hello@vertexdynamicslabs.com with SECURITY in the subject line and do not disclose it publicly until we have had a reasonable opportunity to respond. We aim to acknowledge security reports within one business day and will keep you informed as we investigate.

9. Changes to this policy

We may update this policy as our products and team change. The effective date at the top of this page always reflects the current version, and material changes will be noted here rather than applied silently.

Contact support

Email hello@vertexdynamicslabs.com — Monday to Friday, 09:00–17:00 US Central Time.

Vertex Dynamics Labs LLC, Plano, Texas, United States.