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For paid plans, urgent production issues — site down, payments broken, data loss — escalate via the appropriate channel.

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Business plan

Email urgent@vly.ai with [URGENT] in the subject line. Include:
  • Workspace ID and project ID.
  • One-line problem statement.
  • Business impact (e.g., “checkout broken; ~$X/min in lost revenue”).
  • Steps to reproduce.
We aim to respond within 1 hour during business hours; on-call response within 4 hours otherwise.

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Enterprise plan

Use your dedicated Slack channel or call your CSM directly. SLAs are per-contract — typically 1 hour 24/7.

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What counts as “urgent”

  • Production app down or returning errors to all users.
  • Payments broken (charges failing, webhooks dropping).
  • Data loss or visible data corruption.
  • Security incident (suspected breach, leaked secret).
What doesn’t:
  • Feature requests.
  • Bugs that affect a small subset and have a workaround.
  • Questions about how to use vly.
For non-urgent items, use the standard support channel.

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During an incident

If we’re aware of an issue, we post on status.vly.ai and email workspace owners. Check the status page first — it may tell you what we already know.

Contacting support

Standard channels.

Status page

Live status.

Security overview

Security incident reporting.
Last modified on April 18, 2026