Contact
Talk to a human.
Whether it's a technical question, sales inquiry, compliance review, press request, or vulnerability disclosure — every category has a dedicated owner with a clear SLA. This page tells you where to send things, when to expect a reply, and what to attach.
Routes
Sales inquiries
Pricing, enterprise plans, trials, PoC support, quotes. Standard inquiries: 4-hour business-day reply. Multi-product or custom terms: first reply within 1 business day. Or book a 30-minute product demo.
Technical support
Account, API, IP-pool, billing, console issues. Check the docs and status page first; if a ticket is needed: standard 4-hour response and SLA closure; P1 emergencies (production down) 15-minute first response, 24/7 for enterprise.
Compliance reviews
SOC 2 Type II reports, ISO 27001 / 27701 certificates, DPA + SCC + IDTA, sub-processor list, CAIQ / SIG questionnaires, network architecture diagrams, KYC Policy. Pre-filled materials: 1 business day. Custom questionnaires: 3 business days.
Legal & contracts
MSA negotiation, addenda, NDAs, IP and trademark licenses, special government-customer terms. Routed to counsel; first response within 5 business days.
Abuse reports
Suspicious traffic from Helodata IP ranges, spam, credential stuffing, DDoS. Include sample requests, timestamps, target URLs, impact. 24-hour first response, 72-hour resolution.
Law enforcement
Court orders, subpoenas, regulatory requests via le-requests@helodata.com with jurisdictional documentation. We balance compliance against maximum user protection — and challenge overbroad requests where appropriate.
Privacy / DSAR
Access, correction, deletion, portability, restriction. Email privacy@helodata.com from your account address with the request type. GDPR-standard 30 days; complex cases extendable by 60 days with prior notice.
Press
Journalist, analyst, podcast, and reviewer inquiries. Include deadline and required assets. 24-hour first response. Executive interviews require 5 business days advance booking.
Vulnerability disclosure
Submit to compliance@helodata.com (PGP at /security/pgp.txt). 24-hour acknowledgment, 5-business-day triage. Details on Security page.
Response SLA matrix
- Free / Starter plans — Email tickets: first reply within 1 business day; P1 within 4 hours; weekends P1 only
- Pro plan — Email + in-console chat: 4-hour first reply; P1 within 1 hour; 7×12 coverage
- Enterprise — Dedicated support engineer + email + Slack Connect: 30-minute first reply; P1 within 15 minutes; 24/7
- Enterprise + Critical Infra add-on — Above plus dedicated emergency line + quarterly business review + annual onsite audit
- Legal / compliance requests — Same across all tiers: first response within 1 business day
- Vulnerability disclosure — Same across customers and the public: 24-hour ack, 5-business-day triage
- Sales
- sales@helodata.com
- Support
- support@helodata.com
- Compliance / SOC2 / DPA
- compliance@helodata.com
- Legal & contracts
- legal@helodata.com
- Abuse
- abuse@helodata.com
- Law enforcement
- le-requests@helodata.com
- Privacy / DSAR
- privacy@helodata.com
- Press
- press@helodata.com
- Careers
- careers@helodata.com
- Vulnerability disclosure (PGP)
- compliance@helodata.com
Real-time channels
- In-console chat
- After login → bottom-right Intercom (7×12 business hours)
- Slack Connect (Enterprise)
- Initiated by your CSM → 24/7 shared channel
- WeChat group (Greater China)
- Email csm-cn@helodata.com to be added
- Status page
- https://status.helodata.com
Offices & legal-service addresses
- Registered (legal entity)
- Helodata Pte. Ltd., Singapore — full address under NDA
- APAC operations
- Hong Kong — full address under NDA
- Americas operations
- United States — full address under NDA
- Europe operations
- United Kingdom — full address under NDA
When opening a ticket, please attach
Account: email and organization ID (visible in the console top-right dropdown).
Environment: product line in use, geography, SDK / API version.
Sample requests: failing curl or code snippet (redact keys), full HTTP response, error code.
Time window: start, end (with timezone), impacted request volume.
Already tried: results of restart, IP rotation, different SDK versions.
Severity: self-assess P1 / P2 / P3 (production down? users affected? workaround exists?).
Including these details speeds triage 5–10×.