Support & SLAs
At PII Eraser, we understand that deploying data anonymization and guardrails into mission-critical pipelines requires absolute reliability. Because we cater primarily to enterprise and regulated environments, our support model is designed to skip the traditional Tier-1 helpdesk. When you contact support, you reach the core engineering team directly.
This page covers how to reach us, our standard response targets, scope of support, and how to structure a binding Enterprise Service Level Agreement (SLA).
How to Reach Us
| Channel | Address | For |
|---|---|---|
| Technical Support | support@piieraser.ai | Deployment questions, API behavior, detection accuracy, configuration help. |
| Security Vulnerabilities | security@piieraser.ai | Confidential disclosure of potential security issues. See Reporting Security Vulnerabilities below. |
| Commercial & Licensing | sales@piieraser.ai | Pricing, contracts, Enterprise SLAs, evaluation access. |
| General Enquiries | info@piieraser.ai | Anything else. |
Standard Support & Response Targets
Standard Support is included for all licensed PII Eraser deployments. Our engineering team operates primarily on European time, ensuring rapid, native-timezone responses during core European business hours.
Standard Support is Best-Effort
The response times listed below are non-binding targets provided on a best-effort basis. If your procurement or risk teams require financially backed guarantees, strict resolution timelines, or 24/7 coverage, please see Premium Support & Enterprise SLAs below.
Business Hours: 9:00 AM to 5:00 PM Central European Time (CET/CEST), Monday through Friday, excluding standard European public holidays.
Severity Levels & Target Response Times
| Severity Level | Definition | Target First Response |
|---|---|---|
| Severity 1 (Critical) | Production Outage: The container fails to initialize, crashes continuously, or is completely non-functional. | 4 Business Hours |
| Severity 2 (High) | Major Feature Impaired: A core feature fails (e.g., specific language model unresponsiveness), but the container remains operational. | 8 Business Hours |
| Severity 3 (Normal) | Minor Issues: Non-critical bugs, minor detection anomalies, or general questions regarding API usage. | 2 Business Days |
| Severity 4 (Low) | Feature Requests: Requests for new entity types, new locales, or enhancements to the documentation. | Assessed during product cycles |
What "first response" means
First response means a real, actionable reply from our engineering team outlining the diagnostic steps or immediate workaround—not an automated acknowledgement ticket. Resolution times depend on the nature of the issue and are discussed case-by-case.
Scope of Support
Because PII Eraser is an air-gapped, self-hosted product deployed on your own infrastructure, our support covers the PII Eraser product itself — the container, its REST API, and the underlying detection models.
In Scope
- Functionality of the PII Eraser container and REST API.
- Detection accuracy, entity types, and model behavior.
- Configuration file syntax and documented parameters.
- Performance characteristics on supported hardware.
- Issues reproducible in our reference deployment templates.
- Security vulnerabilities in the container or deployment templates.
- Migration guidance from Microsoft Presidio Analyzer.
Out of Scope
- Debugging your host environment's network rules, VPC configuration, or firewall policies.
- Hardware provisioning, orchestration scaling, and Kubernetes configuration beyond our reference templates.
- Writing custom integration code for your specific LLM pipeline.
- Issues caused by unauthorized modifications to the container image.
- Third-party tools, libraries, or services integrated alongside PII Eraser.
When in doubt, ask anyway
We're a small, pragmatic team — if you run into something adjacent to PII Eraser and you're stuck, reach out anyway. We'll point you in the right direction where we can, even if it's outside the strict scope above.
Premium Support & Enterprise SLAs
For organizations that need binding SLAs, named technical contacts, or dedicated architecture reviews, premium support is available as part of a custom Enterprise Agreement.
Because PII Eraser is self-hosted, our Enterprise SLAs focus strictly on guaranteed response and resolution times for software defects, rather than infrastructure uptime.
Enterprise SLA upgrades typically include:
- Financially Backed Response & Resolution SLAs: Contractual guarantees for initial response times (e.g., 1 hour for Sev 1) and guaranteed timelines for providing hotfixes or viable workarounds (e.g., 24 hours).
- 24/7/365 Coverage: Extended support hours for Severity 1 and Severity 2 production issues, bypassing standard European business hours.
- Dedicated Communication Channels: Direct, real-time access to our engineering team via a shared Slack or Microsoft Teams Connect channel.
- Architecture & Deployment Assistance: Hands-on consulting to optimize your specific deployment for massive (TB-scale) workloads, including custom autoscaling strategies for AWS Fargate/EC2 or Kubernetes.
- Model Evaluation Support: Hands-on assistance evaluating and fine-tuning PII Eraser's detection parameters against your internal, proprietary datasets.
Premium support is priced based on your required scope, coverage hours, and SLA penalties. Every agreement is tailored—there are no rigid tiers. Contact Sales to draft an SLA that satisfies your vendor risk and procurement requirements.
Reporting Security Vulnerabilities
If you discover a potential security vulnerability in the PII Eraser container or deployment templates, please do not open a public GitHub issue. Instead, report it privately to security@piieraser.ai.
Our commitment:
- Acknowledge receipt of your report within 48 hours.
- Triage the issue and provide an estimated timeline for a patch.
- Remediate by releasing a patch to our container repository and marketplace listings.
- Disclose publicly once customers have had time to update, crediting your contribution if desired.
Full details—including what to include in your report and what falls outside the scope of our disclosure program—are in our security policy on GitHub.