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Two addresses. One for security, one for bugs. Both are watched by the Keldyn team on business days. Pick the right one so the report does not sit in a general inbox. If you are not sure, send it to security@keldyn.ai. A routine bug sent there is easy to forward. A security issue sent to the bug inbox is not.

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Security reports (security@keldyn.ai)

  • First response: acknowledged within 1 business day.
  • What you’ll hear back, and when: an initial severity and triage assessment within 3 business days of acknowledgment, then a status update at least every 5 business days until the issue is resolved or the report is closed. If we need more to reproduce it or judge impact, we ask inside that window.
Include what you found, how to reproduce it, and its apparent impact. Don’t post it publicly or test against other customers’ data while we triage.

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Bug reports (bugs@keldyn.ai)

  • First response: acknowledged within 2 business days.
  • What you’ll hear back, and when: a triage outcome within 5 business days: confirmed, can’t reproduce, or not a bug. You also get a note when a fix ships, or if the report is parked.
Include what you expected, what happened instead, and enough detail (steps, use case, screenshots) to reproduce it.

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Monitoring

Both inboxes are checked on business days. Account and usage questions do not belong in either one. Those go to Need help? or your Keldyn account contact.