Support
Follow-the-sun from Singapore, Delft and Denver.
Most questions are answered faster in the knowledge base than by opening a case. If yours is not, open one — we would rather have the case than have you struggling quietly.
Getting help
Knowledge base
15 articles on tasking, data quality, the ATLAS API, FIELDKIT, administration and billing.
Browse articles →Documentation
Product documentation, API reference, SDK guides and release notes.
Open docs →System status
Live platform status, incident history and planned maintenance windows.
Check status →Downloads
Brochures, whitepapers, manuals, datasheets and legal templates.
Browse downloads →Frequently asked questions
Company, product, buying, support, security, careers and press questions.
Read FAQ →Customer portal
Sign in to ORBIS Cloud to manage tenancy, users, tasking and cases.
Go to portal →Opening a case
Through the ORBIS Cloud console, or by e-mail to support@terravek.com. Include your tenancy identifier and, if the issue relates to a delivery, the delivery reference — it saves a round trip.
Gold and Platinum customers have a telephone path for severity 1 incidents, given in the service agreement. Account and access problems go to helpdesk@terravek.com.
Severity definitions
| Severity | Definition | Example |
|---|---|---|
| 1 — Critical | Production service unavailable or materially degraded for all users of a tenancy, with no workaround. | ORBIS Cloud unreachable; delivery pipeline stalled across all tasks |
| 2 — High | Significant function unavailable or degraded, workaround exists but is burdensome. | Tasking fails for one sensor type; API returning intermittent 5xx |
| 3 — Medium | Function impaired with a reasonable workaround, or a non-urgent defect. | Export to one format fails; a report field displays incorrectly |
| 4 — Low | Question, documentation issue or enhancement request. | How do I configure SSO group mapping? |
Full service levels and response targets
Support hours by tier
| Tier | Coverage | Sev 1 first response | Named contact |
|---|---|---|---|
| Bronze | Business hours, local office | 8 hours | No |
| Silver | 07:00–19:00 CET | 4 hours | No |
| Gold | 24/5 | 2 hours | Named support engineer |
| Platinum | 24/7 | 1 hour | Named technical account manager |