Before you write
There is no public hosted plan, paid subscription, guaranteed response time, or SLA during the alpha. Self-hosted installations are operated by their owners and do not include Tanya Labs support.
Choose the right contact
- Product or alpha access: support@usetanya.com
- Privacy or data rights: legal@usetanya.com
- Unexpected charge: billing@usetanya.com. There is no active paid offer; an apparent charge is treated as an incident.
- Security vulnerability: security@usetanya.com. Please do not publish exploit details in a public issue.
What to include
Share the affected surface, approximate time and timezone, a short description, and a correlation or request ID if one is available. Never send passwords, API keys, bearer tokens, OTPs, private prompts, or full personal records by email.
What we commit to doing
These are actions, not deadlines. We do not publish a response time, because a promise we cannot measure is worse than no promise. The four levels below are the ones our internal runbook uses, so what you read here is what we actually do.
- S0 — security, leak, or data loss. We stop the affected capability, preserve minimised logs, and escalate. We do not publish sensitive detail — including to you, if publishing it would expose someone else.
- S1 — service unreachable, or export/erasure failing. We check the runtimes and the served build, and we do not announce a resolution before we have proof of recovery.
- S2 — degradation or an alpha feature. We reproduce with synthetic data, never with yours, and open a fix.
- S3 — question or access request. We answer with the published limits and the cohort status, and we do not promise an opening date.
What this list does not contain is deliberate: no acknowledgement window, no resolution target, no availability figure. Adding one is a decision that has not been taken, and it would have to be backed by a measurement before it could be written here.
Live status and rights
Service status is published at /status: three states per service — operational, degraded (it answers and declares itself not ready), unreachable — read from our own servers, so the result does not depend on your network. It shows the last reading only, with no history, and it is not an availability measurement.
Data access, correction and erasure: account holders have a self-service panel in the dashboard, under Settings, which exports their data and requests its erasure. Everything else, including waitlist entries, goes to legal@usetanya.com; see the privacy notice for the current alpha scope and for the retention periods.