Venture Lab Public beta. This document is a DRAFT pending legal review. Items marked “pending” (such as business ID and address) will be published before any sales begin. Questions: use the support form.
Support Procedure — DRAFT
Beta version. Operator: Roee. Business details will be published before sales begin.
DRAFT - REQUIRES LEGAL REVIEW. This document is a template prepared without legal advice. It must be reviewed and approved by a qualified Israeli lawyer before publication or use. Bracketed placeholders must be completed by the owner; no identity details have been assumed.
Operator: Roee (Beta operator) · Contact: the in-app support form (https://venturelab-app.onrender.com/app/support) · Hours: Support hours: pending
Channels
- Email: the in-app support form (https://venturelab-app.onrender.com/app/support) (primary). In-app link from the dashboard footer.
- No phone support during Beta.
Targets (Beta — best effort, not an SLA)
| Severity | Example | First response | Target resolution / workaround |
|---|---|---|---|
| S1 Critical | login outage, data exposure suspicion, wrong-tenant data | 4 business hours | 1 business day |
| S2 High | scheduled checks not running, alerts not delivered | 1 business day | 3 business days |
| S3 Normal | report question, minor bug | 2 business days | next release |
| Billing/refund | charge question | 2 business days | per Refund Policy |
Process
- Acknowledge with ticket reference; never request passwords or full card numbers.
- Reproduce using customer-provided data only with consent; do not access tenant data without a support request.
- Security reports: triage immediately; follow the incident runbook and the privacy-breach section of docs/compliance/BREACH_RESPONSE.md (DRAFT): record every incident in the incident log; assess within 24 hours whether it is a "severe security incident" requiring notice to the Israeli Privacy Protection Authority under the Data Security Regulations, 5777-2017, whether EU/UK data is affected (GDPR Art. 33: supervisory authority within 72 hours where required; Art. 34: individuals), and notify affected business customers (as controllers) without undue delay under the DPA.
- Close with summary; log in support register (date, tenant ID, category, resolution) — no customer content in the register.
Data-subject requests
Route to the in-app support form (https://venturelab-app.onrender.com/app/support); verify identity via the account email; self-service export/delete available in Settings; respond within 30 days. Log each request (date, type, outcome) without customer content. Requests about personal data inside a customer's uploaded content are forwarded to that customer (the controller) under the DPA.
Unsubscribe / refusal requests
Any "unsubscribe", "remove" or "הסר" request, by link, reply or any channel, is honoured immediately and in any case within 3 business days (Israeli Communications Law s.30A; CAN-SPAM requires within 10 business days). Never email that address marketing again.
Escalation
Owner: Roee (Beta operator). Payment disputes: via merchant of record dashboard.