Support and incidents

Tell us what stopped the next action.

During the managed pilot, support is handled by the Aquino account manager named in the customer order form. Include the company name, the page affected, what you expected, what happened and the time of the problem. Do not send passwords, OAuth tokens, webhook secrets or unnecessary customer data.

Urgent security or privacy incident

Report suspected unauthorised access, a compromised account, exposed customer data or a lost integration secret immediately using the emergency contact in the signed order form. Write “SECURITY INCIDENT” in the subject and include a safe callback number. Aquino will begin containment and notify the affected controller without undue delay where personal data may be involved.

Service unavailable

If nobody can sign in, the dashboard repeatedly errors, or approved enquiries are not appearing, report it as critical. Continue using the original Gmail inbox, website-form mailbox and phone records until Aquino confirms recovery.

Integration problem

Open Integrations first. Record the connection name, last successful sync time and visible error. Do not disconnect or rotate a working website secret unless instructed, because the website must be updated with the replacement.

Normal help

Questions about setup, pipeline stages, quote chasing, team access or exports are normal support. The target is acknowledgement within one business day during the pilot; critical service or security reports are prioritised.

What happens next

1. Aquino records the report and severity.
2. The operator contains risk and preserves a timeline.
3. The affected integration or workflow is tested safely.
4. The customer receives progress and recovery updates.
5. The cause and prevention action are documented after resolution.