This page explains how Geodd provides customer support for its Services, including AI inferencing, dedicated endpoints, dedicated GPUs, and bare metal infrastructure.
Geodd’s support model is built around direct access to engineers, fast response times, and support channels that are easy for customers to use.
For support, contact: [email protected].
For security issues, contact: [email protected].
For privacy or data protection requests, contact: [email protected].
For legal notices, contact: [email protected].
Geodd provides 24/7 customer support for its Services.
Support may cover account access, API access, inference endpoint issues, dedicated endpoint issues, dedicated GPU issues, bare metal infrastructure issues, billing questions, service configuration questions, deployment help, model setup, performance tuning, technical troubleshooting, security-related concerns, emergency production issues, and general service questions.
Geodd aims to give customers direct access to engineers where appropriate, so support can move quickly and avoid unnecessary handoffs.
Support availability, response handling, escalation, and support scope may depend on the applicable Order, service type, customer configuration, and severity of the issue.
Geodd provides support 24/7.
Support is available across customer regions. Where support timing or coordination depends on timezone, Geodd will generally use the customer’s region or the timezone agreed with the customer.
Unless a specific service level agreement or Order states otherwise, Geodd aims to respond to support requests within 10 minutes.
This is a target response time, not a guaranteed service level, unless expressly stated in an Order or separate service level agreement.
In rare cases, response times may be longer due to investigation complexity, emergency load, third-party provider involvement, customer-provided information being incomplete, or other operational factors.
Customers can contact Geodd support through multiple channels.
Support requests may be made through:
Geodd offers multiple support channels because customers may prefer different communication methods depending on urgency, team workflow, and region.
Customers should avoid sending API keys, passwords, secret tokens, private keys, or unnecessary sensitive data through any support channel.
When contacting support, customers should include enough information for Geodd to understand and investigate the issue.
Useful information may include:
Customers should not include API keys, passwords, secret tokens, private keys, or unnecessary sensitive data in support requests.
If logs or screenshots are shared, customers should remove secrets, API keys, passwords, private keys, unnecessary personal data, and sensitive data before sharing.
Geodd supports emergency requests for production outages and critical production issues.
Emergency production issues may include:
Customers should clearly mark production outage or emergency requests when contacting support.
Emergency production support requests may use the following subject or message format: Production outage: [Service / Endpoint / Region]
Emergency handler / routing: [email protected]
Where possible, customers should include logs, timestamps, region, endpoint, request IDs, and business impact so Geodd can investigate quickly.
Geodd’s service status page is available at: https://status.geodd.io
Customers can use the status page to check for service availability updates, incidents, maintenance notices, or operational information.
If a customer experiences an issue that is not reflected on the status page, the customer should still contact support directly.
Status page incident handler: [email protected]
Security issues should be reported to: [email protected]
Security issues may include suspected unauthorized access, exposed API keys or credentials, vulnerability reports, abuse of Geodd infrastructure, suspicious activity, account compromise, or security incidents involving the Services.
Customers should report suspected credential compromise or unauthorized access promptly.
Geodd may disable, rotate, suspend, revoke, or require replacement of API keys, tokens, credentials, or access where necessary for security, abuse prevention, legal compliance, service protection, or suspected compromise.
Security issue handler: [email protected]
Privacy or data protection requests should be sent to: [email protected]
These may include data subject rights requests, account deletion requests, privacy questions, data processing questions, Data Protection Addendum questions, international transfer questions, and subprocessor questions.
Where a request relates to Customer Personal Data processed by Geodd as a processor on behalf of a customer, Geodd may redirect the requester to the relevant customer unless legally required to respond directly.
Geodd’s Data Protection Addendum is available at: geodd.io/legal/data-protection-addendum
Geodd’s Privacy Policy is available at: geodd.io/legal/privacy-policy
Privacy request handler: [email protected]
Abuse reports should be sent to: [email protected]
Abuse reports may include malware, phishing, spam, credential theft, unauthorized access attempts, DDoS activity, infrastructure abuse, illegal or harmful use of the Services, and violations of Geodd’s Acceptable Use Policy.
Reports should include relevant details such as URLs, timestamps, logs, endpoints, account information, screenshots, or other evidence where available.
Geodd’s Acceptable Use Policy is available at: geodd.io/legal/acceptable-use-policy
Abuse report handler: [email protected]
Geodd support may assist with dashboard access, API connectivity, endpoint availability, authentication or authorization issues, usage and billing questions, service configuration, deployment help, model setup, performance tuning, service errors, infrastructure availability issues, technical troubleshooting, security-related reports, production outage support, and operational guidance.
Geodd is happy to support customers with deployment, model setup, performance tuning, and operational troubleshooting.
Unless expressly agreed in an Order, support does not include:
For Dedicated GPU and Bare Metal Infrastructure, customer responsibilities may include securing customer-controlled systems, managing credentials, configuring access controls, maintaining backups, applying patches where customer controls the environment, and monitoring customer-controlled workloads.
Geodd provides support for Serverless Inferencing customers.
Support may include:
Geodd does not maintain different support levels for free, serverless, paid, or dedicated customers unless an Order expressly states otherwise.
For Dedicated Inferencing, Geodd may support issues related to the dedicated endpoint or infrastructure provided by Geodd.
Support may include:
Support scope may depend on the applicable Order and the customer’s configuration.
For Dedicated GPU and Bare Metal Infrastructure, support responsibilities depend on the service configuration and the applicable Order.
Geodd may support infrastructure availability, hardware-related issues, network connectivity issues within Geodd-controlled infrastructure, access provisioning issues, service-level operational issues, deployment help, model setup, performance tuning, technical troubleshooting, security issues involving Geodd-controlled systems, and production outage support.
Customer is generally responsible for:
Unless expressly agreed in an Order, Geodd does not provide customer workload backup, model backup, dataset backup, file backup, or disaster recovery services.
Geodd may access limited account, usage, technical, operational, billing, support, or security information where reasonably necessary to:
Geodd does not store API prompts, API inputs, API outputs, completions, API request bodies, or API response bodies by default.
Customers should not include unnecessary personal data, sensitive data, API keys, passwords, secrets, private keys, or regulated data in support requests.
Unless a specific support response time is stated in an Order or service level agreement, Geodd does not guarantee a fixed support response time.
Geodd aims to respond to support requests within 10 minutes.
This target applies across support channels, including website support tickets, console support tickets, contact form support requests, email, Discord, Telegram, WhatsApp, and private customer channels where applicable.
Response time may depend on severity, business impact, service type, customer region, information provided by the customer, whether third-party provider investigation is required, and operational conditions at the time of request.
Any uptime commitment, support response commitment, restoration commitment, service credit, or service level applies only if expressly stated in an Order or separate service level agreement.
Geodd may classify support requests based on severity.
| Severity | Description | Examples |
|---|---|---|
| Critical | Severe issue causing major production unavailability or serious security risk | Production outage, dedicated endpoint unavailable, suspected compromise |
| High | Significant issue affecting production use but not a full outage | Elevated errors, degraded performance, access-blocking issue |
| Medium | Non-critical issue affecting normal use | Configuration issue, non-urgent technical problem, billing question |
| Low | General question or minor issue | Documentation question, account update, general enquiry |
Severity classification may depend on the information provided by the customer and Geodd’s investigation.
Customers may be asked to provide information reasonably necessary to investigate and resolve support issues.
This may include logs, error messages, request IDs, endpoint names, region information, account details, time of issue, configuration details, steps to reproduce, business impact, and whether the issue affects production.
Failure to provide necessary information may delay investigation or resolution.
Customers should remove secrets, API keys, passwords, private keys, unnecessary personal data, and sensitive data before sharing logs or screenshots.
Geodd may perform scheduled or emergency maintenance to protect, update, secure, or improve the Services.
Where reasonable, Geodd may provide notice of scheduled maintenance through the website, dashboard, status page, email, support channel, or other electronic notice.
Geodd’s status page is available at: https://status.geodd.io
Emergency maintenance may be performed without prior notice where necessary to protect security, availability, infrastructure, customers, or the Services.
Geodd is not responsible for downtime, delay, degradation, or unavailability caused by customer-controlled systems, third-party providers, internet routing, force majeure events, abuse, attacks, emergency mitigation, maintenance, or customer breach of the applicable agreement.
Some support issues may involve third-party providers, data centers, cloud providers, network providers, payment providers, communication platforms, or other vendors.
Geodd may need to work with these providers to investigate or resolve certain issues.
Resolution times may depend on third-party provider availability, investigation timelines, service status, and contractual commitments.
Geodd’s Subprocessor List is available at: geodd.io/legal/subprocessors
Geodd may update this Support page from time to time to reflect changes in support processes, contact methods, service offerings, legal requirements, security practices, or operational practices.
If changes are material, Geodd will provide notice by reasonable means, such as through the website, dashboard, email, or other electronic notice.
The “Last Updated” date shows when this page was last revised.
For support:
For security issues and abuse reports: [email protected]
For privacy or data protection requests: [email protected]
For legal notices: [email protected]
Status page: https://status.geodd.io