Support
Support
Where to reach a person, what we answer most often, and the documents a pilot runs on.
Reach a person, check what is running, or read what a pilot commits to.
Contact
Pilot customers should use the support address; anything else can go to the general one. Both are monitored by a person, not an autoresponder.
- Pilot support — support@pinavia.io
- General enquiries — hello@pinavia.io
- Response within four hours during GCC business hours (Sun–Thu, 9am–6pm GST). A critical issue, meaning the service is unavailable, receives a one-hour response.
Frequently asked questions
How do I start a pilot?
Check readiness or start a pilot from the public site, or request a guided invite. Starting a pilot includes a 30-day trial. Existing users can sign in. Sponsor and reviewer setup happens during onboarding.
What happens after my trial ends?
Your workspace moves to the Free plan with reduced limits. Your data is preserved — nothing is deleted. You can upgrade at any time from Workspace Settings.
How secure is my data?
Traffic is served over TLS and data is encrypted at rest by the managed database and object storage platforms. Workspace-scoped records are read and written only through the caller's workspace, enforced by the application.
Can I export my data?
Yes. Your Notes supports full markdown export. Evidence and agent outputs export from their own pages. Contact support for bulk exports.
What LLM providers do you use?
Model providers are listed in the subprocessor list provided with our data processing agreement on request. No customer data is used to train models.
How do I invite my team?
Settings → Workspace → Team. You can invite members by email, and each member gets access matching their workspace role. Reviewer seats require explicit acceptance.
What is the SLA for pilot customers?
Four-hour response during business hours (GCC, Sun–Thu), and one-hour response for a critical issue where the service is unavailable. The Pilot SLA below is the document that states it.
Registered entity
Pinavia FZCO, Dubai, United Arab Emirates. Support is reachable at support@pinavia.io.
Pilot resources
- Pilot SLA — response times, severity levels, and what support covers
- Pilot Kit — onboarding checklist and success scorecard
- Pilot Paperwork — SOW template, sponsor sign-off, value proof
- System Status — live health of the database, search, storage, and model provider
- Security — data handling, encryption, and compliance posture