How to raise a complaint
Email ops@zuvodev.com with your organization name, project reference and a clear description of the issue. Include timestamps and screenshots where helpful.
Customer care
Complaint handling
How to raise support, billing or security complaints and what response times to expect.
Last updated: September 2026
Response times
We aim to acknowledge complaints within 2 business days and provide a substantive response within 5 business days for standard support matters.
What to include
Billing disputes should reference invoice dates and meter readings. Technical issues should include project region, Studio URL and steps to reproduce.
Escalation
If you are unsatisfied with the initial response, reply to the same thread requesting escalation. Mark the subject line "Escalation — Zuvo" for priority routing.
Emergency security issues
For active security incidents affecting your project or credentials, email ops@zuvodev.com immediately with "Security" in the subject line.
Questions about this policy? ops@zuvodev.com