KVProxy Support Policy

Effective date: February 13, 2026

KVProxy is built to be simple to adopt, predictable to operate, and safe for mobile teams that don’t want to ship third-party API keys inside their apps. This Support Policy explains what help we provide, what we don’t, and how to reach us.

This policy applies to the KVProxy hosted service, KVProxy documentation, and any official KVProxy SDKs or integration examples we publish.

1. What “Support” Means at KVProxy

KVProxy support is focused on helping you successfully use the KVProxy service as it is designed and documented.

Our support efforts are centered on ensuring that the KVProxy platform functions as intended, that documented features behave correctly, and that customers have clarity on configuration, integration, and operational questions related directly to KVProxy.

Support is limited to the KVProxy service, including its dashboard, routing and replacement engine, and officially published SDKs or integration guidance. While we strive to be helpful and practical in our responses, support does not extend beyond the proper use and operation of KVProxy itself.

2. Scope of Support

We’ll generally help with issues that are about KVProxy itself, including:

Configuration and setup

  • Creating and managing apps, environments, and keys in the KVProxy dashboard
  • Setting up routing rules (method, URL patterns, headers, params) and replacement behavior
  • Getting started with official SDKs, examples, and documented integrations
  • Common best practices for safely storing and rotating secrets (for KVProxy usage)

Troubleshooting KVProxy behavior

  • Investigating KVProxy returning unexpected status codes, errors, or blocked requests
  • Debugging rule mismatches (why a request did or did not match a rule)
  • Helping interpret KVProxy logs/telemetry we expose in the dashboard
  • Confirming known incidents, regressions, or service limitations

Billing and account help

  • Plan changes, invoices, receipts, and account access issues
  • Cancellations and plan reversion questions

3. What Support Does Not Cover

KVProxy support is not intended to replace your engineering team, your SRE (site reliability engineering), or your app debugging workflow. We typically cannot help with:

  • General debugging of your iOS/Android/web application
  • Diagnosing outages caused by third-party providers (e.g., OpenAI, Stripe, Twilio) unless KVProxy is clearly the issue
  • Rewriting your application code, building custom middleware, or implementing your networking stack
  • Reverse engineering or securing your entire mobile threat model beyond KVProxy’s role
  • Modifying, patching, or guaranteeing compatibility with third-party libraries outside KVProxy’s official SDKs
  • Emergency “drop everything” production support or on-call escalation

If we give suggestions in these areas, they are best-effort guidance, not an obligation or guarantee.

4. Who Can Contact Support

Billing and account support

Available to all customers (free or paid).

Technical support

Technical support is primarily for paid accounts, and requests should come from:

  • An email address associated with the KVProxy account, and
  • A user with appropriate access to the relevant KVProxy app/workspace.

We may still respond to free-tier technical questions when we can, but we reserve the right to prioritize paid users.

5. Official Support Channel

KVProxy support is handled through email:

6. Response Times and Prioritization

KVProxy does not provide an SLA (service level agreement) for support response times.

That said, we triage and prioritize based on:

  1. Service impact (production down vs. “how do I”)
  2. Paid vs. free plan
  3. Security-sensitive issues (potential leaks, bypasses, abuse signals)
  4. Completeness of the report (repro steps, timestamps, request IDs)

If your issue is blocking production usage and you are on a paid plan, say so clearly in the first line of your email.

7. What to Include in a Support Request

To help us resolve issues quickly, include:

  • Your KVProxy account email and app/workspace name
  • The environment (dev/staging/prod) and approximate time window
  • Example request(s): method, URL, headers/params involved (redact secrets)
  • Any request IDs, log excerpts, or error messages from the KVProxy dashboard
  • What you expected vs. what happened

If you send full secrets or third-party API keys, we may delete the content for safety and ask you to resend redacted details.

8. Security Reports

If you believe you’ve found a security issue in KVProxy, email:

Include steps to reproduce and the potential impact. We treat good-faith reports seriously and will investigate promptly. Please do not publicly disclose suspected vulnerabilities until we’ve had a reasonable chance to respond.

9. No Service Level Agreement

KVProxy does not offer an SLA (service level agreement), including uptime guarantees, response-time guarantees, or service credits for downtime.

We build KVProxy to be reliable and we take incidents seriously, but the service is provided on an “as available” basis consistent with our main Terms of Service.

10. Product Feedback and Feature Requests

We welcome product feedback and feature requests via:

We may ask clarifying questions, suggest workarounds, or explain why a feature isn’t planned. Submitting feedback does not guarantee delivery or timelines.

11. Abuse, Misuse, and Protective Actions

To protect KVProxy and its users, we may take protective actions when we detect abuse patterns (for example: automated scraping, credential stuffing, excessive traffic, or attempts to bypass safeguards). Protective actions can include rate limiting, temporary blocks, or requiring additional verification.

If your traffic is blocked and you believe it’s a false positive, contact support with relevant logs and timestamps.

12. Changes to This Policy

We may update this Support Policy from time to time. If changes are material, we will update the effective date above and may provide notice through the dashboard or email for active customers.