Support Policy

Customer inquiries are received at support@dekrel.com.

This address receives account, privacy, payment, refund, tax, receipt, safety, and policy inquiries.

Separate addresses such as privacy@dekrel.com, billing@dekrel.com, and legal@dekrel.com may later be added as forwarding aliases if needed.

Support is handled in a metadata-only manner by default.

Support answers do not expose the following by default:

• raw prompt
• hidden instruction
• provider trace
• raw model routing
• secret/env/cookie/token
• card number, bank account, raw tax identifier
• private customer project content

Exact response-time SLA is published after the helpdesk or mailbox operation system is confirmed.

At early launch, DEKREL uses wording at the level of “we will check as soon as possible.”