Primary contact
Send requests to team@usekylian.com. Include your name, organization, affected property or account when appropriate, a concise description, and the safest way to reach you. Do not include passwords, access tokens, or unnecessary resident information.
Route your request
- Product and account support: use the subject “Support”.
- Service incident or outage: use the subject “Urgent service incident”.
- Security concern or vulnerability: use the subject “Security report”.
- Privacy request: use the subject “Privacy request”.
- Legal, procurement, or data processing request: use the subject “Legal and diligence”.
Incident priority
Reports are triaged by severity, scope, and customer impact. Kylian may ask for timestamps, affected workflows, and non-sensitive diagnostic details to investigate.
- Critical: broad service unavailability, confirmed unauthorized access, or an active threat to customer data or safety.
- Major: material degradation, failed customer workflow, or significant impact with limited workaround.
- Standard: limited impact, a working alternative, general support, or a documentation request.
Security reports
Please report suspected vulnerabilities privately and allow reasonable time for investigation before public disclosure. Do not access data that is not yours, disrupt service, use social engineering, or perform destructive testing. Good-faith reports should include reproducible steps and observed impact without collecting unnecessary personal data.
Customer communications
For a confirmed event that materially affects customer service or data, Kylian will communicate through the contacts and channels available for the affected engagement. Updates focus on known impact, mitigation, expected next steps, and any action the customer should take.
Private escalation details
Personal phone numbers, individual email addresses, provider credentials, and internal escalation routes are not published. They are maintained in restricted operational records and shared only when appropriate for a customer engagement or incident.