Customer
A customer or authorized operator starts with a question, incident or request.
Customer support architecture
AI-first support. Humans own the exceptions.
Zurvina's target support model moves from self-service and AI-assisted triage to one accountable human support path, then to Engineering or Security only when the case requires it.
Planned / contract-definedSupport flow
One case history from question to verified resolution.
The accepted forensic baseline does not yet show a complete commercial customer-support path, so this flow is published as architecture—not as a live SLA promise.
Help Center
Start with published guidance and self-service material.
AI Support Assistant
Ground an answer in approved knowledge and capture unresolved context.
Structured Case
Create a tenant-scoped case with category, severity, entitlement and evidence.
AI Triage
Summarize context, suggest diagnostics and route by risk without silently closing the case.
Human Support
A support operator owns exceptions, sensitive requests and cases that need accountable judgment.
Engineering / Security
Escalate product defects, reliability issues or security concerns through governed internal paths.
Resolution Verification
Verify the fix or outcome instead of treating a draft response as resolution.
Customer Confirmation
Record confirmation or reopen the case when the outcome is not accepted.
Knowledge Improvement
Feed verified, non-sensitive lessons back into reviewed support knowledge.
Support tiers
Plan-dependent, not silently guaranteed.
Basic: Architecture-defined self-service/help-center foundation. Public contractual SLA targets are not activated from this page.
Standard: Proposed web/email case handling and plan-dependent support boundaries; response commitments require written commercial terms.
Enhanced: Target priority and critical-issue support model. Any 24/7 coverage is contract-defined and is not promised publicly here.
Premium: Target enterprise escalation/TAM/incident-coordination model. Any rapid-response target is contract-defined and requires operational activation evidence.
Need help or want to evaluate support?
Use the governed support or sales path.
The Help Center remains the self-service entry point. Commercial support scope, channels and response targets must be confirmed in the applicable plan or agreement.
No public 24/7, 15-minute, guaranteed-response or universal SLA claim is made by this page. Those terms remain plan-dependent and contract-defined until operationally activated.