Pick the channel that matches your inquiry. We answer every email within the response window listed below.
Email is our main channel. We do not run a public phone line in v1 — written inquiries let us route to the right teammate and keep an audit trail for security and compliance reviews.
Plan comparison, hardware sizing, custom Enterprise terms, partnership and reseller inquiries.
Response: 1 business day
Pairing issues, model installation, billing changes, agent troubleshooting. Reach the in-app chat first when possible.
Response: Per plan SLA, see below
Vulnerability disclosures, data protection requests under GDPR, DPA negotiation, security questionnaires.
Response: Acknowledgement within 48 hours
Media interviews, product briefings, embargoed announcements, speaking engagements.
Response: 2 business days
Response times below apply to support tickets opened by an account administrator on the listed plan. Outages affecting the OwnLLM control plane are tracked publicly on our status page and notified by email.
| Plan | Channel | First-response target |
|---|---|---|
| Team | Email support | First response within 72 business hours |
| Startup | Email support, prioritized queue | First response within 24 business hours |
| Enterprise | Email + shared Slack channel | First response within 4 business hours |
For legal notices, signed contracts, and any official correspondence:
OwnLLM — Impulse LabIf you believe you have found a security vulnerability in OwnLLM, please email security@ownllm.app with steps to reproduce. We will acknowledge receipt within 48 hours and keep you updated until resolution. We do not currently run a paid bug-bounty program, but we credit reporters in our security advisories with their consent. Please give us reasonable time to fix the issue before public disclosure, and refrain from accessing customer data, degrading the service, or testing against tenants other than your own.