Support — Neuraphic Cloud

Response targets

Times below assume a paid account. Free-tier accounts receive support on a best-effort basis.

Severity	Definition	First response
P1	Production down. Models or Console unavailable for your account.	1 hour, 24×7
P2	Significant degradation. A model, region, or feature is impaired.	4 hours, 24×7
P3	Functional issue with a workaround.	1 business day
P4	Question, feature request, or documentation feedback.	2 business days

How do I open a support case?: Email cloud-support@neuraphic.com from the address tied to your account. Include your project ID, the request ID from the Console (visible on every usage receipt), and a short description of what you observed.
Where do I find my request ID?: Every API response includes a x-request-id header. The Console also lists the last 30 days of requests under Logs, with a request ID copyable from each row.
Do you publish post-mortems?: Yes. P1 incidents receive a public post-mortem within 14 days, posted to the status page.
How do I report a vulnerability?: Email cloud-security@neuraphic.com. We acknowledge within 24 hours and provide a triage update within five business days. The PGP key for encrypted reports is published on the Safety page.
I forgot the email on my account.: Email cloud-support@neuraphic.com from any address with the project ID and the last four digits of the payment method on file. We will route the recovery flow back to the verified contact.