Frequently asked questions

Sign in to your portal account at /portal/sign_in. From your dashboard, click Submit a support request, fill out the form (subject, category, priority, description), and submit. The request goes to our team tagged as tier:enterprise with your order metadata attached so the response context is already there.

Can't sign in? Email requests@veyla.tech directly — emails route to the same backlog and we treat them as enterprise tier when sent from a known portal email address.

Builds appear on your dashboard as soon as your administrator assigns them to your order. Each build row has a Download button — clicking it generates a signed, time-limited URL (5-minute expiry) that streams the artifact directly from our object store. Downloads are audit-logged with timestamp, IP, and user agent for compliance. New release? You'll get an email when it's assigned.

Once your order is finalized and your administrator has uploaded the license file, it appears in the License file card on your dashboard. The file is signed and scoped to your order; mount it into your deployment per the deployment guide for your platform (Docker Desktop or OpenShift / Kubernetes). License checks are offline — no internet egress required at runtime.

Yes — multiple contacts can be invited per order. Each contact has their own credentials, their own MFA, and their own audit trail; they share the same order entitlement (license file + assigned builds). To add someone, email requests@veyla.tech with their name, email, and role (e.g. "ITSM lead, secondary"). They'll receive an invitation email to set their initial password.

You'll get email reminders at 30, 14, 7, 3, and 1 day before the term ends. After expiration, your portal sign-in still works but new build downloads and the current license file are gated until the order is renewed — past download history and the EULA stay accessible. The deployed application itself enforces the term independently (license file expiry is checked offline at boot). Reach out before the term ends to renew without a service gap.

Yes. Both deployment paths support fully offline operation:

• Docker Desktop tarball ships with all images pre-bundled (application + Postgres + Redis). No Docker Hub egress required at deploy time.
• OpenShift / Kubernetes Helm chart supports image mirroring to your internal registry; the offline tarball variant ships with the dependent images for direct cluster import.

License checks are signed-file-based and offline. No telemetry or call-home at runtime. Full procedure in the deployment guide.

Yes — multi-factor authentication is on by default and can't be disabled. Sign-in flow:

1. Enter your email + password
2. We email a 6-digit code (10-minute expiry) to your portal email address
3. Enter the code to complete sign-in

After 5 incorrect codes the session resets and you start over. Forgot your password? Use Reset password on the sign-in page — the reset link is good for 2 hours and signs out all your existing portal sessions.

The governing agreement is the SDDL Solutions On-Prem End User License Agreement (referenced as Exhibit A on your quote). You accepted it on your first portal sign-in; if a newer version is published, you'll be asked to accept again before your next download. Each acceptance captures timestamp, IP address, browser user-agent, and the EULA version, and is stored as a permanent audit record. To re-read or download a fresh copy of the current version, use the EULA link on your dashboard after signing in.