Support

Meurneoba support handles operational questions about the OS — account access, integration setup, sensor issues, AI behaviour, bugs, and data requests. We use the categories below so tickets route quickly:

• account — login, password, role, user management
• commercial_question — pilot, plan, or account access
• integration — PMS, POS, weather, Telegram, webhook setup
• sensor — devices, readings, sensor commissioning
• ai — briefings, predictions, agent output concerns
• bug — something is broken or behaving unexpectedly
• data_request — export, deletion, correction (see Data Requests)
• security — vulnerability report or security concern (see Security)
• other — anything that doesn't fit above

The product boundary is intentional. Support does not:

• handle PMS, booking, channel manager, payment, or POS issues that belong inside those vendors' systems;
• provide legal, financial, medical, or safety advice;
• accept credentials or API keys in ticket text — those go through the encrypted integration forms inside /os;
• operate as an autonomous agent that takes action on your village without human approval.

These are aspirational targets, not contractual SLAs. The founder/operator on your village remains the first responder for tenant-scoped issues; Meurneoba support escalates from there.

• urgent — production down, safety-impacting, security incident. Same business day acknowledgement.
• high — major feature broken, blocking operations. Within one business day.
• normal — bugs and questions that aren't blocking. Within three business days.
• low — feature requests, polish, documentation gaps. Best effort.

• Do not include passwords, API keys, JWTs, or other secrets in a ticket. Our tickets reject credential-shaped text — re-route credentials through the encrypted forms in /os/settings.
• Be specific. "Login broken" is harder than "I get error X after clicking Y on the login form".
• If you're reporting on behalf of a worker or resident in your village, the founder/operator should be CC'd or able to see the ticket.
• Security issues: please follow responsible disclosure.

The OS shows ticket status (open, waiting_on_support, waiting_on_customer, resolved, closed) on each ticket. Internal notes added by the founder/operator are visible to them and to Meurneoba support; they are not shown back to the requester to keep the triage conversation efficient.

Tickets are tenant-scoped. The founder/operator on your village and Meurneoba support can read your tickets; other tenants cannot. Operational data referenced in a ticket follows our Privacy Policy.