1. Purpose
This Support & Contact Policy describes how customers and website visitors can reach OctaVertex Media / Vertex CRM, what to expect, and how we handle support vs sales vs privacy requests.
2. Channels
- Contact / sales / access: https://vertexcrm.in/contact
- Product support guidance: https://vertexcrm.in/support
- Privacy / deletion / DPA: Contact form with subject “Privacy” or “Data deletion”, plus policies under /compliance
- In-app: organization administrators are the first line for access, roles, and tenant configuration
3. What to include
Organization name, environment (production/staging), username (never passwords), clear description, steps to reproduce, screenshots/error text with secrets redacted, and severity (production down vs question).
4. Response expectations
Response times depend on your contract/SLA. Absent a specific SLA, we aim to acknowledge commercial and support enquiries on business days. Critical production outages for contracted customers are prioritized over general questions.
5. Privacy and security reports
Suspected vulnerabilities or personal data incidents should be reported through Contact with subject “Security” and minimal sensitive detail in the first message; we will arrange a secure follow-up. See Incident Response.
6. Meta App Review / Business Verification contacts
For Meta-related verification questions about Vertex CRM as the app operator, use Contact and reference “Meta verification”. Customer-owned Meta Business Portfolios remain the customer’s responsibility.
7. Related pages
Last updated: August 2026.