When something breaks,
you should know who answers.
Who to contact, for what, and what we deliberately do not do. Written down because "we'll sort it out" is not an answer a security review accepts — and because knowing where the line runs is worth more than a promise we would have to hedge.
Who answers what
We are the vendor, not the implementer. That is a deliberate boundary, and it decides where a question lands.
🤝 Your partner — first line
Anything that was configured for you: policies, connectors, role models, approval flows, the way your reviews are scoped. They built it, they know why it is shaped that way, and they hold the relationship. Going to us first usually means one hop more, not one less.
🏗️ RapidValue — the platform
Defects in the product, reconciliation or sync behaving in a way nobody can explain from configuration, the service being unreachable, and anything security-related. If a partner concludes the platform is at fault, they escalate to us and we take it from there.
🎯 Bought direct?
Then we are both lines, and you can skip the distinction above — write to us for anything. It is worth saying plainly rather than leaving you to work out whether a partner-shaped process applies to you.
🚪 Your own service desk
The people using the product — someone who cannot find a request, a manager unsure what a review is asking — belong with your own first line, exactly like any other internal system. We do not staff an end-user helpdesk, and pretending otherwise would set an expectation we cannot meet at our size.
How to reach us
One address: support@rapidvalue.eu. No portal to register for, no ticket number to quote back at you.
What makes an answer fast is not urgency in the subject line but detail in the body: your tenant, roughly when it happened, what you expected versus what you saw, and — if you have one — the run or request id from the screen you were on. With those, we can usually reconstruct it from the audit trail before replying.
We answer during Belgian business hours, and anything that looks like an outage we pick up as soon as we see it. Contractual response times live in your agreement rather than on this page — at our size we would rather hold a number we agreed with you than publish one that reads well.
What counts as urgent
So you can decide without guessing, and so an urgent flag still means something when you use it.
🚨 Treat as urgent
Governance has stopped applying — reconciliation is not running, or provisioning is failing across a system. Someone can see data that is not theirs. A privileged elevation cannot be revoked. Access for a leaver is not being removed. In short: the platform is doing something that carries risk while you wait.
📋 Normal
A question about how to configure something, a number you want explained, a report that renders oddly, a feature you need. These get a real answer — just not at two in the morning, and saying so keeps the urgent lane meaningful for the cases above.
Found a security issue?
Write to support@rapidvalue.eu with SECURITY in the subject. Also published at /.well-known/security.txt.
What we commit to: we acknowledge that we received it, we investigate, and we tell you what we found — including when the answer is that you were right. We will not threaten anyone who reports a problem in good faith, and we will credit you if you want the credit.
We do not run a paid bug-bounty programme. Saying so up front is fairer than letting you spend a weekend on it and finding out afterwards.
Before you write
Not to deflect you — these are genuinely faster than waiting for us.
📚 The documentation
docs.rapidvalue.eu covers the concepts behind the screens — why an account is classified the way it is, what reconciliation compares, how approver chains resolve.
🧾 What we know we cannot do
The FAQ lists the limitations we publish rather than let you discover. If your problem is on that list, we would rather you find it there in a minute than in a thread over two days.
We do not publish a status page yet — with the number of customers we have, it would be a dashboard nobody reads. If something is wrong on our side you hear it from us directly, and when a status page starts being the better channel we will say so here.