Support
Support Policy
VeriVeri — customer-managed Azure application
Version 1.0Last updated: 5 July 2026
This page describes how support works for the VeriVeri application. Because VeriVeri runs inside your own Azure subscription, support focuses on the application and its verification methodology — not on operating a service on your behalf.
1. How to reach us
Primary support channel: alex@northloop.se. Please include your deployment’s resource group and region, the application version, and a description of the issue (with any relevant request IDs from the dashboard). For a time-sensitive problem, put URGENT in the subject line.
2. What we support
- Deployment and upgrade of the VeriVeri managed application from the Azure Marketplace.
- Configuration of the verification methodology — consensus pools, model connections, backends/sources, and privacy controls.
- Diagnosing operational issues with the application (verification errors, connectivity to your AI models, dashboard access).
- Guidance on the application’s features and correct use.
3. What sits with you or Microsoft
- Your Azure subscription, quotas, networking and cloud costs — handled through Microsoft Azure support.
- Your AI model deployments and any external LLM providers you connect — through those providers.
- The lawful basis for, and the content of, the material you submit for verification.
4. Response & service levels
We aim to acknowledge support requests within one business day (Monday–Friday, excluding Swedish public holidays). Specific response and resolution targets, hours of cover, and any premium support are set out in your agreement with us; absent a separate agreement, support is provided on a reasonable-effort basis.
5. Support access to your environment
Where resolving an issue requires us to access your deployment, we do so only at your request, using the least-privilege access granted by the Azure managed-application model, and every action is recorded in your own Azure Activity Log. This is governed by our Data Processing Agreement. Wherever possible we will guide you to resolve the issue yourself using the in-app dashboard (logs, audit log, diagnostics) rather than accessing your environment.
6. Security & vulnerability reporting
To report a security concern or a suspected vulnerability, email alex@northloop.se with SECURITY in the subject line. We will acknowledge promptly and coordinate a response with you.
7. Contact
Northloop Group AB · Org. nr 559579-7787 · Birger Jarlsgatan 99B, 113 56 Stockholm, Sweden · alex@northloop.se.