Support & Trust Center
SYNTRIX is designed for high-trust environments. This page explains how support works, how we approach security and risk, and where to find governing policies.
We believe trust is earned through consistency, not claims.
Before you reach out
Most questions are resolved in minutes through status checks and self-service answers.
Account access, billing, integrations, and data availability answers live below.
If the issue cannot be resolved through self-service, submit a structured request.
Support model
Lean by design. Structured for clarity, security, and predictable handling.
Support is provided through controlled channels to protect sensitive information and maintain consistent handling. We do not provide platform support through social media, direct messages, or informal channels.
At launch, SYNTRIX support is handled asynchronously and prioritized based on impact, urgency, and scope.
Check known incidents and maintenance windows before submitting a request.
Product questions, access issues, billing inquiries, and bug reports.
Private channel for responsible disclosure and coordinated remediation.
Response expectations
High-trust expectations without over-promising.
Product questions, general guidance, non-urgent requests.
Subscription state, access entitlements, checkout and portal issues.
Scoped by impact and breadth across customers.
Self-service knowledge base
High-signal answers to common platform questions.
Does SYNTRIX generate or simulate operational data?View
Why might a tile, metric, or insight appear empty or unavailable?View
- A provider is not connected, was disconnected, or has not completed consent.
- Required permissions were not granted or were later reduced.
- The provider does not expose the data for your tenant, plan, or configuration.
- The signal exists but has not been produced or reported in the source system.
- Data is present but not yet within the supported scope for that integration surface.
- Temporary provider API limitations or upstream delays.
This behavior is intentional and designed to preserve analytical integrity.
Best practice: Which account should connect providers to SYNTRIX?View
Use an org-owned service account (not a personal user) as the integration identity. For most providers, the account must be admin-capable to grant tenant-wide consent and enable the telemetry SYNTRIX needs to populate signals.
- Keep ownership with the organization (controlled access, auditable changes).
- Use least privilege within the admin-capable requirement by granting only the scopes required for read-only telemetry.
- SYNTRIX is read-only for provider integrations and does not execute configuration changes in connected systems.
- Access can be revoked at any time by disconnecting the integration in the provider admin console.
How is authentication handled?View
How is billing handled?View
Are refunds available?View
How do I submit a feature request?View
Strong requests include: the workflow, who benefits, frequency, and expected impact.
Security posture
Trust without over-disclosure.
Security is treated as a core system property, not a feature. Our approach emphasizes least-privilege access patterns, secure authorization flows, environment isolation, and controlled integration boundaries.
We intentionally avoid publishing sensitive architectural or control-level details that could increase platform risk.
- Customer data is not sold or shared for advertising purposes.
- Access to customer data is restricted and governed.
- Data handling is designed to align with enterprise expectations.
Specific technical controls may vary by deployment and configuration.
If you believe you have identified a security issue, report it privately. Public disclosure without coordination may increase risk to all users.
Policy and governance
Clarity without overwhelm.
The following documents define how SYNTRIX operates and how risk is managed. These are living artifacts and may evolve as the platform scales.
What SYNTRIX does not claim
Decision support, not decisions.
- SYNTRIX does not guarantee uninterrupted availability.
- SYNTRIX does not replace human judgment or professional advice.
- SYNTRIX does not act as a compliance certification authority.
- SYNTRIX does not provide legal, financial, or regulatory determinations.
Contact and escalation
Structured escalation based on impact, urgency, and scope.
For matters requiring formal review or enterprise coordination, contact is handled through structured requests. Escalations are evaluated based on impact, urgency, and scope to maintain consistent handling.