Support policy

One address, read by the people who build the product: hello@getopservo.com. There is no ticket portal and no chat widget. Write from your workspace email and name the server or page you are looking at.

How fast we reply

• Working hours: Monday to Friday, 09:00 to 19:00 India time (IST, UTC+5:30). Emails outside these hours are answered the next working morning.
• Every email: a reply from a person the same working day. Not an auto-responder.
• Critical issues (the dashboard or API is down for you, agents across your fleet stopped reporting, a remote action did something you did not ask for, a security concern): first reply within 4 working hours, and we keep working it until it is resolved.
• Agency plan: first reply within 2 working hours on critical issues, and a named contact who knows your fleet.

How to escalate

• If you have not heard back within the time above, reply on the same thread with URGENT at the start of the subject. The founder reads these personally.
• For a security report, use the same address with SECURITY in the subject. We acknowledge within 4 working hours and never publish details before a fix is out. See Security.

When Opservo itself has an incident

• Our own dashboard and API are checked every minute from outside our network. The result is public at getopservo.com/status/opservo. Look there first; you can subscribe to updates on that page.
• We post a notice on the status page within 30 minutes of confirming an outage, update it at least hourly until it is resolved, and close it with what happened.
• Any incident longer than one hour gets a written post-mortem on the status page within 5 working days: cause, impact, what we changed.
• Your data is not lost during our outage. The agent keeps 24 hours of snapshots in a local buffer and sends them when the API is back, so history and alerts catch up. Remote actions and the AI chat are unavailable while the API is down; nothing runs on your servers without the API.

What we do not offer today

• 24/7 phone support or a pager line. We are a small team in India; the hours above are honest.
• Custom contractual SLAs with credits. Agency customers can ask for the response times above in writing.

Billing questions

Charges, invoices and refunds follow the Refund & Cancellation Policy. Send the PayU transaction ID with your email and we investigate within 2 working days.

Policy effective 20 October 2026. We change it only to promise more, never less, and the changelog notes any change.

Opservo is operated by Softuvo Solutions Private Limited, D-199, Industrial Area, Phase 8B, Mohali, SAS Nagar, Punjab 160071, India · GSTIN 03AAXCS7412C1ZD. Questions? Email hello@getopservo.com.