Support Policy
Tetryx provides technical support for its simulation and validation environment, rendering capabilities, synthetic datasets, and supported integrations. Coverage, support hours, authorized contacts, and response commitments are defined in the applicable agreement.
Supported configuration
- Configuration of supported mission scenarios, sensor models, and simulation campaigns.
- Integration with documented interfaces and access to simulation outputs.
- Installation and updates for customer-managed deployments within the agreed scope.
- Questions about output formats, ground-truth labels, and dataset delivery.
Troubleshooting
Support includes investigating reproducible product defects, failed simulation or rendering jobs, output access issues, and behavior that differs from the delivered documentation. Include the release version, run identifier, relevant configuration, expected behavior, and a sanitized reproduction when available.
Customer responsibilities
Customers remain responsible for their algorithms, model assumptions, acceptance criteria, interpretation of results, and flight-readiness decisions. Debugging customer flight software, developing custom models, and modifying third-party software require a separately agreed engineering scope.
Customer-managed hardware, network operation, storage, and third-party dependencies remain the customer's responsibility unless the agreement states otherwise. Installation, offline updates, and support access must follow the deployment's approved procedures.
Who can contact support?
Billing and account assistance is available to customers. Technical support is available to authorized contacts for covered engagements. Include the organization and relevant project or deployment in your request.
Contact and data handling
Contact support@tetryx.io from your registered account address, or use the channel specified in your agreement. Agree on an approved transfer method before sharing restricted mission data, spacecraft models, source code, or sensitive simulation outputs. Do not include credentials in support requests.
Service levels
See the Service Level Agreement and your Order Form for applicable availability commitments and service-credit procedures. Support response commitments and escalation arrangements depend on the agreement. An incident response is not a guarantee of a resolution time or mission outcome.
Additional engineering support
For custom integrations, scenario development, or deployment assistance, contact the team through email.