iNVISIQ Customer Service SLA
This Customer Service SLA explains how we support subscribers of the iNVISIQ SMOKE Early Warning System. It is intentionally simple. We don’t run a helpdesk circus, we don’t make you “take a ticket,” and we don’t leave you waiting three days while someone named Kyle “reviews your case.” If something matters, you’ll know. If it doesn’t, you won’t hear from us.
1. How to Contact Support
There is one proper channel — and it’s email. Not chat bubbles, not support portals, not “your call is very important to us.” This isn’t a cable company.
Email: invisiq@proton.me
ProtonMail. End-to-end encrypted. No corporate spybots reading your messages. Use it. It works.
2. What You Can Expect From Us
- A real human replies — not a script reader in another hemisphere.
- Most issues get acknowledged same business day.
- Anything affecting alert delivery jumps to the front of the line, no questions asked.
- No “ticket closed automatically due to inactivity” nonsense.
If it impacts early warning, we move. Fast.
3. How SMOKE Alerts Actually Work (Pay Attention — This is the Whole Point)
SMOKE does not send you “updates,” “newsletters,” “weekly tips,” or any other filler that normal security companies shovel at their customers to look busy.
Here’s the rule, written plainly:
If you receive that alert on any day except Thursday, something urgent happened.
Thursday is the weekly summary — the calm. Every other day? Not calm. That’s your vendors trying to kick your door in, and SMOKE caught it first.
Optional Telegram “Are You Seeing This?” Alerts
Because email contains links — and the internet is full of idiots pretending to be legitimate — we offer an optional Telegram safety ping.
It only says: “SMOKE just emailed you — verify the sender and open it.”
Why this matters:
- Anti-phishing verification — if Telegram says we emailed you but the email looks weird, delete it.
- Redundancy — if your inbox is being moody that day, you still know something triggered.
- Peace of mind — no guessing whether an email is fake or real.
Optional, but highly recommended if you enjoy knowing when danger is approaching.
A. “I got an alert and something looks wrong.”
Broken formatting, duplicate alerts, odd severity, missing fields — anything that affects clarity gets immediate attention. SMOKE cannot afford to be confusing.
B. “I didn’t get my Thursday summary.”
Not the end of the world, but worth checking. We review delivery, SPF/DKIM/DMARC alignment, and summary logic.
C. “We changed IT people or owners.”
Important, but not urgent. We just update your routing so alerts go to the right humans.
4. What Does *Not* Count as Critical
- Asking how to interpret a vendor name
- General cybersecurity questions
- Curiosity about future features
- “Just checking if it’s working” — trust us, if SMOKE breaks, alarms go off on our side first
5. Our Promise to You
SMOKE exists for one purpose: to warn you when your vendors screw something up, so ransomware never reaches your doorstep.
No corporate silence. No disappearing support teams. No “please allow 48 hours while we escalate this to Tier Whatever.”
If something is broken, we fix it. If something dangerous happens, you know instantly. If nothing happens, congratulations — SMOKE is doing its job.