Support Levels
Support options and response times for each VULK plan.
Support Levels by Plan
VULK offers 24/7 self-service support for all users through the Help Center and the AI Chatbot. Paid plans get priority access to human support via tickets, with faster SLAs on higher tiers.
Support Comparison
| Feature | Builder | Pro | Team | Max | Business |
|---|---|---|---|---|---|
| Help Center Access | Yes | Yes | Yes | Yes | Yes |
| AI Chatbot | Yes | Yes | Yes | Yes | Yes |
| Support Tickets | Yes | Yes | Yes | Yes | Yes |
| Priority Queue | Yes | Yes | Yes | Yes | Yes |
| Response Time | 24 hours | 12 hours | 4 hours | 4 hours | 1 hour |
| Direct Slack channel | — | — | — | Yes | Yes |
| Dedicated point of contact | — | — | — | Yes | Yes |
Self-Service Support (everyone)
Self-service support is open to all users — no plan required.
Everyone has access to self-service support:
- Help Center — All articles, guides, and tutorials
- AI Chatbot — Instant answers 24/7 (click the chat icon)
- FAQ — Common questions answered
Ticketed human support is included on every paid plan, starting with Builder. See plans →
Builder Plan Support
Priority email support with 24-hour response time on business days (Lisbon, Mon–Fri).
- All Help Center resources
- AI Chatbot with account context
- Support Tickets — direct access to a human
- Priority ticket queue
Pro Plan Support
Faster priority support with 12-hour response time, including weekends for critical issues.
- Everything in Builder
- 12-hour first-response SLA
- Priority Tickets
Team Plan Support
Shared-workspace support with a 4-hour first-response SLA.
- Everything in Pro
- 4-hour first-response SLA
- Support context for team workspaces, roles, shared projects, and collaboration
- Team Priority Tickets
Max Plan Support
High-volume support with 4-hour response time and a direct Slack channel for real-time questions.
- Everything in Pro
- 4-hour first-response SLA
- Dedicated point of contact
- Direct Slack channel for the customer team
For mTLS, a dedicated support engineer, and custom contracts, contact [email protected] for an enterprise quote. SSO/SAML and audit logs are included on Business.
Business Plan Support
Business includes a 1-hour first-response SLA, dedicated support, SSO/SAML help, audit-log guidance, and SLA coverage.
- Everything in Team
- 1-hour first-response SLA
- SSO/SAML, audit logs, compliance, and dedicated-support workflows
- Business Support Tickets
How to Get Help
- Search Help Center — Most answers are here
- Ask the AI Chatbot — Click the chat icon for instant responses
- Create a Ticket — For complex issues (Builder and above)
Creating a Support Ticket
Tickets are available for Builder, Pro, Team, Max, and Business plans.
- Go to My Tickets (requires login + paid plan)
- Click "New Ticket"
- Describe your issue in detail
- Include screenshots if helpful
- Response time depends on your plan
Need to upgrade? View Plans →
Questions? [email protected]
Argon2id
The OWASP-recommended password hashing algorithm — winner of the 2015 Password Hashing Competition. Combines memory-hardness (Argon2d) with side-channel resistance (Argon2i). VULK hashes every user password with Argon2id in vulk-api-engine.
Self-Service Support
Self-service resources are open to everyone. Ticketed human support is included on every paid plan, starting with Builder.