Support

Help when you need it.

Two ways to get answers. Read the docs, or write to a human. Whichever you prefer.

Legacy reference docs

Older self-serve guides, kept for reference only. They may not reflect current managed-service capability, so check with us before relying on them.

Your named delivery contact, usually the founder, replies within the support arrangement agreed for your plan. No ticket queues.

A named contact: You deal with one named delivery contact, not a queue.
Agreed support scope: What is covered, and how quickly we respond, is set out in your written agreement. We do not publish a blanket service level.
Reporting an issue: Tell us which workflow, what you expected, what happened, when, and any example records or screenshots you can safely share.
If something fails: We pause the affected work first, assess what went wrong with you, and only resume once the fix is reviewed.
Handover: Agreed documentation and configuration notes are handed over as set out in your agreement.
Third-party tools: Tools you use stay under their own licences. What can be exported depends on each provider's limits.

Common questions

How do you connect my tools?: Each connection is assessed for your tools and set up only within the agreed scope. We do not assume every connector works.
Can Vivacity send messages to my customers?: Only with the permissions and review controls you agree. Customer-facing actions are reviewed during setup; after you accept the workflow, routine ones run under the agreed rules and exceptions go to a person.
Where is my data stored?: Data locations and processors are confirmed for the tools you choose before we are given any access.