Responsible Support

Help should be clear, consented, and safe.

Vellunox helps customers with devices, remote support, security, billing, onboarding, and practical technology problems. This page explains the guardrails we use so support stays useful without becoming hidden control.

Our Support Promise

We explain the next step in plain language before high-impact work happens.
Remote access, payment activity, account changes, destructive actions, and new spend require the right approval.
Customer support records stay tied to the correct customer or service scope.
We do not sell unlimited labor inside low-cost watch plans. We route, check, recommend, and escalate clearly.

Remote Support and Device Access

Support app or agent installation requires customer approval and a valid service path.
Customers can ask what is installed, why it is installed, and how to remove it.
Device actions are limited by the customer plan, service scope, and safety policy.
We may use trusted remote support tools, including Splashtop-supported workflows, when approved and appropriate.

Privacy and Data Handling

Payment card details are processed by Stripe. Vellunox does not store full card numbers.
Accounting records are handled through the approved accounting workflow, with Xero treated as the accounting source of truth when connected.
Support files, screenshots, logs, and chat history are used to solve the request and maintain service continuity.
Secrets, passwords, tax data, private client records, and internal logs must not be public website files.

Customer Control

Customers can choose monthly or annual service where offered.
Customers can cancel, pause, upgrade, or downgrade according to the active service terms.
Vellunox may refuse service for abuse, illegal activity, harassment, unsafe requests, or attempts to harm people or systems.

Safety and Escalation

Routine checks and support preparation may be automated, but sensitive actions stay approval-gated.
When judgment is needed, Vellunox escalates to Ryan or an approved support path.
Vellunox is not a replacement for emergency services. In immediate danger, call 911 or local emergency services first.