Product operations
P1: < 4 business hours · P2/P3: < 1 business day
- Dashboards, role routing, and sidebar visibility
- Violations, work orders, cases, bids, and messaging
- Map view, property linking, and portfolio filters
Support
Support & operations desk
Get help across AI Analyst reports, compliance workflows, portfolio maps, external data feeds, billing, seats, and role-based access.
Coverage
Product + data + billing + security
Single support surface for platform and operations issues.
AI support
Narrative + reports
Template behavior, preview/export quality, and narrative consistency.
Data support
Ingestion + cron
HPD/DOB + Census/ACS + FHFA/Zillow + external loaders.
Account support
Plans + seats + access
Commercial/institutional add-ons, staff invites, and Stripe states.
Data feeds & intelligence
Initial response: < 1 business day
- HPD/DOB ingestion and sync integrity
- Census/ACS, FHFA, Zillow, and external trend pipelines
- Geocoding mismatches, schema mapping, and cron runs
Billing, seats & access
Initial response: same business day
- Plans, add-ons, seat counts, and invite entitlements
- Stripe checkout/portal state and payment method issues
- Account ownership changes and workspace transfer
Security & privacy
P1 security incidents: immediate triage
- Unauthorized access or suspicious activity
- Audit trails, data retention, and privacy requests
- Abuse reports, rate-limit behavior, and hardening questions
How to open a high-quality request
- Include workspace role, account id, and affected URL.
- Add exact timestamp, request id, and API route where available.
- State expected vs actual behavior in one short paragraph.
- Attach screenshot and console/API error payload if present.
- For data issues, include property id/address and scope/date window.
This format reduces triage time and usually avoids back-and-forth follow-ups.
Service levels
P1 Critical
Authentication outage, security incident, data corruption risk.
Target response: < 4 business hours
P2 High
Core workflow broken for production users.
Target response: < 1 business day
P3 Normal
Bug, config request, or non-blocking report issue.
Target response: 1–2 business days
Role-based help shortcuts
Security incident process
If you suspect unauthorized access or data exposure, email security@vindexapp.com immediately with the affected account, timestamp, and observed impact.