Support & Contact
Our team is here to help with security questions, compliance documentation requests, and any concerns about our trust practices.
Get in Touch
Choose the channel that best fits your needs.
Security Operations
For security-related inquiries, vulnerability reports, or questions about our security practices.
secops@udns.appPrivacy & Compliance
For privacy inquiries, compliance questions, and exercising your data rights.
privacy@udns.appGeneral Support
For general questions about Unified DNS, partnership inquiries, or technical support.
support@udns.appLegal & DPO
For DPA requests, legal matters, and GDPR Data Protection Officer inquiries.
Responsible Disclosure
How to report security vulnerabilities.
Vulnerability Reporting Policy
We take the security of our platform seriously and appreciate the work of security researchers in helping us maintain a secure service. If you discover a security vulnerability, we encourage you to report it responsibly.
How to Report
- 1. Email your findings to secops@udns.app
- 2. Include a detailed description of the vulnerability and steps to reproduce
- 3. Provide any supporting evidence (screenshots, PoC code, logs)
- 4. Allow reasonable time for us to investigate and address the issue before disclosure
Our Commitment
- Acknowledge receipt of your report within 2 business days
- Provide an initial assessment within 5 business days
- Work with you to understand and resolve the issue
- Not pursue legal action against researchers acting in good faith
- Credit researchers (with permission) in our security acknowledgements
Support Response Times
Our commitment to timely responses across different channels.
| Channel | Scope | Initial Response | Availability |
|---|---|---|---|
| Security Incidents | Active security threats or breaches | < 1 hour | 24/7/365 |
| Critical Support | Service outages, data integrity issues | < 1 hour | 24/7/365 |
| High Priority | Service degradation, feature failures | < 4 hours | Business hours |
| Compliance Requests | DPA, questionnaires, audit reports | < 2 business days | Business hours |
| General Inquiries | General questions, feature requests | < 1 business day | Business hours |
Escalation Path
When you need to escalate a concern.
Support Team
Initial contact point for all inquiries. Most issues are resolved at this level within the response SLAs listed above.
Technical Lead
For unresolved issues or complex technical matters, your case is escalated to a senior technical lead with deep platform expertise.
Leadership
Critical issues or concerns about our trust practices can be escalated to our leadership team for direct engagement.
Ready to learn more?
Whether you're evaluating Unified DNS for your MSP or have specific security questions, our team is happy to help.