Helios One · buyer workflow

Helios One support policy

Effective 24 October 2026

Support for an enabled Helios One service is handled by Helios One Oy, Servin Maijan tie 10 B 19, 02150 Espoo, Finland. Email support@heliosone.fi. If you suspect a security or privacy incident, put urgent security incident in the subject.

What to include

Send the product or plant, workspace identifier, impact, timestamps, steps to reproduce, and a safe redacted example. Do not send passwords, API keys, bearer links, unencrypted ITAR technical data, payment-card data, or unnecessary personal data. Helios may ask for authorisation before inspecting customer records.

Scope and limits

Support covers an enabled, identified service and the workflow in the signed order form. Public tools, staging pages, and spec mocks are not production support evidence. AI and extraction output is assistive and must be reviewed by a person. Support does not make engineering, quality, legal, export-control, accounting, or production decisions for you.

Priority guidance

We use the following intake categories to organise requests:

• P1: suspected security incident, broad outage, or material data loss.
• P2: a core enabled workflow is materially unavailable.
• P3: degraded feature or a documented workaround exists.
• P4: question, documentation request, or improvement idea.

These categories are internal operating guidance. They are not an uptime, response-time, recovery, credit, or service-level commitment. Any different commitment must appear in the signed order form.

Data handling

Support records may contain the details you choose to send and the workspace context needed to investigate. Redact secrets and personal data before sending. The Privacy Policy and signed DPA govern personal-data requests, incidents, retention, and deletion. ITAR parts go in the ITAR vault; do not attach controlled technical data to ordinary support email.