Support · How it works

How support works

What happens from the moment you ask for help until the fix is in your hands: who works on it, how fast, how we decide what comes first, and how you stay informed at every step.

Our promise

One owner for your request, from start to finish

We own it

Invardia support owns your request end to end. When the fix belongs in SecurityInsight or PIM Manager, we bring it to the product team and follow it through - you never have to chase anyone.

Clear priorities

Every request gets a priority from P1 to P4, based on who is affected and how fast it hurts. The priority decides how fast we answer and how the fix reaches you.

You always know where it stands

Every request has a ticket number. Each update reaches you by e-mail and in your customer portal, where your colleagues with access can follow it too.

Ways to reach us

Three ways to ask for help

E-mail

Write to support@invardia.com. Your mail becomes a ticket with a number under your company, visible in your portal, and our answers come back to you by mail.

Customer portal

Sign in to the customer portal and open Support tickets. Anyone in your company's portal with the right to open tickets can ask for help, and follow every answer.

From inside the product Rolling out

A Get support button in SecurityInsight and PIM Manager opens a ticket for your company straight from the product.

Writing from an address we do not know yet? You are still answered - support is never refused. The ticket is created and we work on it while the address is linked to your company with approval, by Invardia or by your own portal administrators. Rolling out

How we keep you informed

From your request to the fix - and back to you

Invardia support is your one point of contact. When a fix is needed, we hand it to the product team with everything they need, track it through testing and release, and tell you as soon as it is ready - with the steps to continue.

Communication flowYour request goes to Invardia support, which sends a fix request to the product team, SecurityInsight or PIM Manager. The tested fix is released, signed, through rings 1, 2 and 3. At every step you receive an update by e-mail and in your portal: ticket received, problem acknowledged, status updates, and fix ready with how to continue.YouAnyone in your portal,by e-mail or ticketInvardia supportOur people, with anAI support agentProduct teamSecurityInsight orPIM Manager: fix + testReleaseSigned, throughrings 1 → 2 → 3ticketfix requesttested fixBack to you,at every step:e-mailyour portalTicket receivedYour ticket number andwhat happens nextProblem acknowledgedEscalated to the productteam for a fixStatus updatesWhenever somethingchanges on your ticketFix readyWhat changed, and howto continueCommunication flowYour request goes to Invardia support, which sends a fix request to the product team, SecurityInsight or PIM Manager. The tested fix is released, signed, through rings 1, 2 and 3. At every step you receive an update by e-mail and in your portal: ticket received, problem acknowledged, status updates, and fix ready with how to continue.YouAnyone in your portal, by e-mail or ticketInvardia supportOur people, with an AI support agentProduct teamSecurityInsight or PIM Manager: fix + testReleaseSigned, through rings 1 → 2 → 3ticketfix requesttested fixBack to you, at every step -by e-mail and in your portalTicket receivedYour ticket number and what happens nextProblem acknowledgedEscalated to the product team for a fixStatus updatesWhen anything changes on your ticketFix readyWhat changed, and how to continue
Every update is written on your ticket, so the mail in your inbox and the ticket in your portal always tell the same story.

Priorities

Who is affected, and how fast it hurts

We set every request's priority from two questions: the impact - who is affected - and the urgency - how fast it hurts. Together they give P1 (most urgent) to P4.

Priority matrix: impact times urgencyImpact Critical (several or all customers): urgency high = P1, medium = P1, low = P2. Impact High (one whole customer or all of an MSP's tenants): urgency high = P1, medium = P2, low = P3. Impact Medium (part of one customer): urgency high = P2, medium = P3, low = P4. Impact Low (one user, cosmetic or how-to): urgency high = P3, medium = P4, low = P4.URGENCY - HOW FAST IT HURTS →IMPACT - WHO ISAFFECTED ↓Highaccess blocked or blind,no workaround, spreadingMediuma workaround exists,data going staleLowcan wait forthe next releaseCriticalseveral orall customersP1stop + roll backP1stop + roll backP2hotfix, next patchHighone whole customeror all of an MSP's tenantsP1stop + roll backP2hotfix, next patchP3next releaseMediumpart of onecustomerP2hotfix, next patchP3next releaseP4roadmapLowone user, cosmeticor how-toP3next releaseP4roadmapP4roadmap
Read across from who is affected, down from how fast it hurts. The words under each priority are what it means for the fix.

Rules that raise the priority

A security defect is always P1

Standing access that should not exist, a leaked secret, or one customer's data visible to another: P1, whoever is affected.

A problem caused by a release

counts one impact level higher, and that release stops moving on to the next ring until it is fixed.

The same problem at a second customer

becomes a critical incident. All reports are handled as one incident, so every customer affected gets the same fix and the same updates.

What each priority means for the fix

P1

All release promotion stops. The affected rings go back to the last good version, a hotfix goes through ring 1, a short soak in ring 2, then ring 3 - and affected customers are told directly.

P2

The next promotion of that product waits. The fix comes as a hotfix in the next patch.

P3

Fixed in the next scheduled release.

P4

Added to the product backlog and roadmap.

Escalation

How a request travels

After triage a request takes one of three paths: a defect goes to the product team for a fix, a question is answered by support, and a feature request goes to Invardia's dev team for a decision. Every path ends with you being told the outcome.

Escalation pathYour request, by e-mail, portal or in-product, is triaged: priority P1 to P4, and incident, question or feature request. A defect is fixed and tested by the product team; P1 and P2 fixes are approved by Invardia's dev team, P3 and P4 minor fixes go out automatically; the fix is released through ring 1, ring 2 and ring 3, each ring soaking before the next, and you are told the fix is ready and how to continue. A question or configuration issue is answered by support step by step; when the cause is on your side we guide you and the response clock pauses. A feature request is decided by Invardia's dev team - yes, no or later - and you are told the decision; if approved it is planned, built and released by the product team. For P1, promotion stops, the affected rings roll back to the last good version and a hotfix goes through the rings. For P2, the next promotion waits and the hotfix comes in the next patch.P1 - promotion stops; affected rings roll backto the last good version; hotfix through the ringsP2 - the next promotion waitsthe hotfix comes in the next patchYour requeste-mail, portalor in-productTRIAGEPriority P1-P4Incident, questionor feature request?Same issue elsewhere?One incident.DEFECTProduct teamSecurityInsight orPIM Manager fixesand tests itAPPROVALP1 · P2approved by Invardia'sdev teamP3 · P4 minor fixesgo out automaticallyRELEASEThrough the ringsRing 1Ring 2Ring 3each ring soaksbefore the nextQUESTION OR CONFIGURATIONAnswered by supportHow-to and guidance, step by step - including your own customisations.Cause on your side? We guide you to the fix, and the response clock pauses.FEATURE REQUESTRolling outInvardia's dev team decidesYes, no or later - and you are toldthe decision.IF APPROVEDPlanned and builtby the product team,released through the ringsBACK TO YOUby e-mail + portalFix readywhat changed andhow to continueYour answerwith the stepsto takeOur decisionand, if yes, whenit is releasedEscalation pathYour request is triaged: priority P1 to P4, and incident, question or feature request. A defect is fixed and tested by the product team; P1 and P2 fixes are approved by Invardia's dev team, P3 and P4 minor fixes go out automatically; it is released through ring 1, 2 and 3 and you are told the fix is ready and how to continue. A question is answered by support step by step; when the cause is on your side we guide you and the response clock pauses. A feature request is decided by Invardia's dev team and you are told the decision; if approved it is built and released through the rings. P1: promotion stops, affected rings roll back to the last good version, hotfix through the rings. P2: the next promotion waits, hotfix in the next patch.Your requestby e-mail, in the portal or in the productTRIAGEPriority P1-P4Incident, question or feature request?The same issue elsewhere? One incident.DEFECTProduct team fixes and testsSecurityInsight or PIM ManagerP1 · P2: the dev team approvesP3 · P4 minor fixes: automaticRing 1Ring 2Ring 3Back to you: fix ready + next stepsQUESTION OR CONFIGURATIONAnswered by supportYour side? We guide you, clock pauses.Back to you: your answerFEATURE REQUESTRolling outInvardia's dev team decidesYes, no or laterIf yes: built and released via the ringsBack to you: our decisionP1 - promotion stops; affected ringsroll back to the last good version; hotfixP2 - the next promotion waits;the hotfix comes in the next patch
Fixes for P3 and P4 - minor bugs such as an installer message or a script retry - move through the rings on their normal schedule. P1 and P2 releases are approved by people at Invardia first.

Response targets

How fast we respond

Support hours are Monday to Friday 08:00-16:00 Danish time, excluding Danish public holidays, 24 December and 31 December. Within them, these are the targets we work to:

PriorityFirst responseThen
P12 hours in support hours, best effort outside themA workaround or a rollback the same day; the hotfix as soon as possible
P21 business dayThe fix in the next patch
P32 business daysThe fix in the next release
P45 business daysOn the backlog and roadmap

These are our working targets. Your agreement describes support as best effort, without guaranteed response or resolution times - see the terms of sale.

Who owns what

Clear lines, so nothing falls between us

Invardia owns

  • The product code of SecurityInsight and PIM Manager
  • Releases and the update channel
  • Licensing and the customer portal
  • The documentation
  • Keeping up with changes in Microsoft's APIs

You own

  • Your servers, SQL and Key Vault
  • The app registrations and their certificates
  • The API permissions you grant
  • Your network and firewall
  • Your own Microsoft Entra ID and PIM configuration

When the cause is on your side, we still help: we explain what we found and guide you to the fix. While the next step is yours, the response clock pauses, and the priority may be lowered.

Your data and access

You stay in control

Remote access is optional - and yours

The Support app is optional: you get support without it. When you want us to look inside your tenant, you create the Invardia Support app yourself, choose its access level, lock it to our support IP and switch it off whenever you like.

Remote support access

Least privilege

Read-only for troubleshooting; more only for setup, on the scopes you name. Its secret is stored straight in our vault, never shown again, never e-mailed, and renewed only when you approve.

Every action on record

Every connection, read and change we make through the Support app is recorded in your company's activity log in the portal the moment it happens - exportable as CSV.

Logs and screenshots on your ticket

Upload logs, transcripts and screenshots to your ticket - from the portal, or through a personal upload link in your ticket mail. They stay with the ticket.

AI in support

An AI agent helps. People decide what matters.

What the AI support agent does

  • Reads new tickets, messages, logs and screenshots around the clock
  • Sets a first priority and tells a defect, a question and a feature request apart
  • Answers how-to questions and keeps you updated on your ticket
  • Hands fixes to the product team and follows them through to release

What always waits for a person at Invardia

  • P1 and P2 releases
  • Anything about a security defect
  • Messages for P1 incidents
  • Saying no to a request
  • Anything about prices

We say it plainly: some answers you receive will be written by our AI support agent. It works under our rules, and people at Invardia are informed of every incident and approve everything critical before it reaches you.

Release notes

Every fix is written down

Each fix is documented with the release that carries it, so you can see what changed and when. Your "fix ready" message says which release has the fix, and the release notes will be in your customer portal. Rolling out

Customer portalsupport@invardia.comAll support options