Support
Support Policy
VeriVeri — customer-managed Azure application
Version 1.1Last updated: 25 August 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
There are two ways to open a case; both reach the same team.
- From the dashboard. Open Support in your VeriVeri dashboard. It creates a case with your application version and deployment details already filled in, and lets you attach the diagnostics you choose to share.
- By email. Write to support@veriveri.io. Please include your deployment’s resource group and region, the application version, a description of the issue, and any request IDs from the Audit log.
For a production outage, put URGENT in the subject line or select the highest severity in the dashboard form. Security reports go to the same address — see section 7.
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 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.
- Onboarding and optimisation for Marketplace customers: connecting the right models, tuning the pools for your use cases and scenarios, and planning model capacity — quotas, concurrency and response times — for your expected load.
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 targets
We acknowledge every case within one business day. Cases are then handled by severity:
| Severity | Definition | First response | Updates |
|---|---|---|---|
| Sev 1 | Application down or all verifications failing in production | 4 business hours | Every business day |
| Sev 2 | Degraded — one backend down, elevated errors, dashboard unusable | 1 business day | Every 2 business days |
| Sev 3 | Questions, cosmetic issues, feature requests | 2 business days | As progressed |
Business hours are 09:00–17:00 CET, Monday–Friday, excluding Swedish public holidays. These are response targets, not resolution guarantees; resolution times depend on the issue and on the parts that sit with you or Microsoft (section 3). Where the fault is in the Azure platform, we escalate to Microsoft on your behalf with the correlation IDs. Any different or additional commitment is set out in your agreement with us.
5. Versions and updates
New versions are published to the Azure Marketplace; you choose when to apply them to your deployment from the Azure portal. We support the current and the immediately preceding minor version. A minor version is the second number of the version (for example 8.16); patch releases within it, such as 8.16.7, count as that minor version. Cases on older versions may be answered with an update request first.
6. 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; the providers involved are listed on the sub-processors page. Wherever possible we will guide you to resolve the issue yourself using the dashboard (Audit log, diagnostics, Setup) rather than accessing your environment.
7. Security & vulnerability reporting
To report a security concern or a suspected vulnerability, email support@veriveri.io with SECURITY in the subject line. We will acknowledge promptly and coordinate a response with you.
8. Contact
Northloop Group AB · Org. nr 559579-7787 · Birger Jarlsgatan 99B, 113 56 Stockholm, Sweden · support@veriveri.io.