Technical Support.
24/7 support for production deployments. Engineering-led, follow-the-sun, with the same people who built the platform.
Pick the right channel.
Production incident
Email info@innovent.io with your tenant name and severity — no sign-in needed. P1 / P2 are acknowledged inside your contracted response window and route to your assigned account engineer.
Raise a P1 / P2 →Standard ticket
Configuration, integrations, how-to. Business-hours response by region under your support tier. Email works; the portal keeps the history.
Email a ticket → Portal →Live chat
Triage with an engineer during business hours. Embedded in the platform under Help → Chat.
Launch chat →Office hours
Weekly 90-min sessions with our solutions team — architecture, optimization, new connector reviews.
View schedule →Plan coverage at a glance.
| Tier | Standard | Premier | Mission-Critical |
|---|---|---|---|
| P1 response | 4 hours | 30 min | 15 min |
| Coverage hours | Business | 24×5 | 24×7 |
| Named account engineer | — | ✓ | ✓ |
| Architecture office hours | Quarterly | Monthly | Weekly |
| Custom escalation path | — | — | ✓ |
| On-site response | — | Optional | 4-hour |
Or solve it yourself, faster.
Platform architecture
Eight zones, what runs where, and how the layers connect — the reference an integrator needs.
Security & compliance
Certifications, controls, data residency and the vulnerability disclosure route.
Engineering blog
Field notes from our engineering and solutions teams — the deep how-and-why.