Support Policy
Tetryx is dedicated to providing an exceptional customer experience. As a crucial aspect of this commitment, we offer limited technical support for all paid projects running on our hosted Tetryx platform. Technical support is confined to the scope, hours, contacts, and channels below.
Scope
Tetryx's support offering is available only for the technologies supported by the Tetryx Platform and is restricted to the following:
Configuration Issues
- Installation of agents
- Best practices for AI Agent and tools configuration
- General questions about the Tetryx stack
Troubleshooting
- Providing workarounds or resolutions for known problems
- Answering general how-to questions and providing pointers to documentation
- Troubleshooting Tetryx-provided AI Agents and Tools (Browser, Google Search, LinkedIn Search, e.t.c.) exhibiting erratic or faulty behavior on Tetryx, independent of the user's application code
Not Covered
Tetryx technical support services do not extend to the following areas:
- General debugging of community-provided agents
- Rewriting application code for compatibility with Tetryx
- Modifying and/or patching third-party or Open Source software packages for compatibility with Tetryx
Who can contact support?
Billing and account management support is available to all customers.
Limited technical support is accessible for Tetryx customers utilizing paid Tetryx resources and/or paid Tetryx Add-Ons. Support requests will only be processed if:
- The request is made through one of our official support channels (see below)
- The request originates from a registered Tetryx account email address
- The requester has Developer or higher access to any specific Tetryx projects pertaining to the request.
Official Support Channels
- Web and Studio: Support is available exclusively through the Tetryx help feature in the studio or this website -https://vizuri.xyz/studio/support/new
- Email: If for some reason you are unable to access the studio or ticket from you can contact support by emailing support@tetryx.io from a registered Tetryx account email address
Community Support
Tetryx support staff will only address support requests received through the official channels mentioned earlier. However, community channels may exist for peer-to-peer support and discussions. This is support provided by volunteers that contribute to the Tetryx community.
Service Level Agreement
Service Level Agreements are only available to Enterprise customers. You can details of our SLA including support response times on the dedicated page for this topic - https://vizuri.xyz/sla
Proactive Monitoring
In the event of a platform issue, a notice will be posted on our platform status site at status.vizuri.xyz to promptly communicate the impact and status of any such issue. You do not need to submit a support ticket if there's an ongoing platform issue. Instead, monitor the status page which will always be kept up-to-date with the latest progress and information.
Premium Support
Please contact us to find out about our Premium Support options available for Teams Plan and Enterprise customers using the form below: