1. Support Channels
- Product support: support@barvinca.com
- Security reports: security@barvinca.com
- Privacy and deletion requests: privacy@barvinca.com
Do not send APS Client Secrets, OAuth tokens, passwords, private keys, or other secrets by email.
2. Information To Include
For faster handling, include your name and organization, Autodesk account or hub ID if relevant, project ID if relevant, Barvinca operation ID if available, approximate timestamp and timezone, browser and operating system, screenshots or exported logs with secrets removed, and a short description of what happened.
3. Welcome Access Support Level
Welcome-access users receive best-effort support.
- Security reports: target acknowledgement within 2 business days.
- Privacy or deletion requests: target acknowledgement within 5 business days.
- Product support for welcome access: target acknowledgement within 5 business days.
These are support targets, not guaranteed service-level commitments, unless a separate written agreement says otherwise.
4. Security Reports
Please report suspected vulnerabilities, exposed secrets, unauthorized access, or data leakage to security@barvinca.com. Include enough detail to reproduce or understand the issue.
5. Privacy And Deletion Requests
Send privacy, data access, correction, export, or deletion requests to privacy@barvinca.com. We may need to verify your identity or authority before acting on a request.
6. Exclusions
Welcome-access support does not include Autodesk account administration outside Barvinca workflows, custom development, production migration planning, legal/compliance advice, support for unsupported browsers, or recovery from customer-approved changes made in Autodesk systems unless a separate agreement covers that assistance.
7. Enterprise Support
Customer-specific response times, onboarding, dedicated channels, named contacts, custom retention, or operational review meetings require a separate written agreement.
8. Service Status
Barvinca may use in-app notices, email, or public status updates for service-impacting incidents. A dedicated status page may be added before paid plans are introduced.
9. Publisher Contact
Legal entity: ФОП Ємельянов Дмитро Сергійович
Legal notices: support@barvinca.com
Mailing/legal address: Ukraine, 49000, Dnipro, Vysotskoho 2