Customer support / controlled access
Start with the account record, not a data dump.
Authenticated customers can open and track cases in the account center. Commercial questions use hello@invarent.com; sensitive vulnerability reports use security@invarent.com.
Open product cases from the authenticated account center whenever possible. Include the affected environment, resource identifier, timestamp, expected result, observed error code, and business impact. Never send API keys, passwords, raw financial exports, or unnecessary personal data.
Product support
Use the account center so the case stays tied to the correct commercial account. Internal staff cannot read customer case content without staff allowlisting, AAL2, and an approved time-limited access grant.
Incident information
State whether financial writes are blocked, delayed, duplicated, inconsistent, or merely unavailable in a read path. Preserve request IDs and timestamps; do not retry an uncertain financial command with a new idempotency key.
Security reports
Send a minimal private report to security@invarent.com. Avoid privacy violations, service disruption, social engineering, and access to records that are not needed to establish the finding.
Service levels
Response windows and escalation paths are defined in the customer order or support schedule. The public site does not invent blanket SLAs that have not been contracted.
Next action