Support & Assistance

Overview

The Authenta team is committed to helping your organization deploy, operate, and maintain the Authenta On-Prem system securely and efficiently.
This page explains how to contact our support team, what information to include when reporting issues, and the scope of assistance available.

Our engineering and DevOps specialists work directly with enterprise clients to ensure that each deployment meets security, performance, and compliance standards.

Receiving Authenta Registry Credentials

Authenta’s container images are hosted in a private AWS Elastic Container Registry (ECR) under Authenta’s own AWS account.
To access these images, your DevOps team will need the following information:

• The Authenta AWS Account ID, which identifies Authenta’s private ECR registry.
• Read-only ECR credentials that allow your organization to authenticate and pull container images securely.

These credentials are issued privately to verified enterprise clients during onboarding.
They are distributed through a secure channel (e.g., encrypted email or customer portal) and can be rotated upon request.

If your team has not yet received Authenta’s registry credentials, or if you need them reissued, please contact: support@authenta.ai

⚠️ The ECR credentials provided by Authenta are read-only and scoped exclusively for image pulls. They do not grant any write, push, or management permissions to Authenta’s registry.

⚠️ Important:
Do not share or reuse these credentials outside your deployment environment. Authenta may rotate credentials periodically for security compliance.

1. Support Channels

📧 Primary Support Email: support@authenta.ai
🔐 Security Contact: security@authenta.ai

2. What We Help With

Authenta's support scope covers all technical aspects of deploying and managing the On-Prem edition.

💡 For production rollouts, our engineering team can coordinate directly with your DevOps team during setup to verify security and performance configurations.

3. Requesting Support

When contacting support, please include the following details to help our engineers respond efficiently:

1. Environment Information
   • OS version and Docker / Compose versions
   • Whether deployment is CPU or GPU mode
   • Approximate workload (number of jobs, file sizes)
2. Issue Description
   • Clear explanation of the observed behavior
   • Exact error messages (if any)
   • Steps already attempted
3. Diagnostic Logs
   • Run:

     docker compose logs > authenta_support_logs.txt

   • Attach the file to your email
4. Contact Person
   • Name and role (DevOps / IT Administrator / Integration Engineer)

This helps our team quickly replicate or identify the issue for resolution.

4. Response & Resolution Policy

Enterprise SLA options are available for 24/7 coverage — contact our team for details.

5. Deployment Assistance Program

Authenta offers hands-on deployment support for first-time on-prem clients.
This includes:

• Pre-deployment environment validation
• Secure ECR authentication and image verification
• Step-by-step setup walkthrough (remote or guided)
• Post-installation performance verification
• Offline mode and network lockdown validation

This ensures the system is correctly configured before it goes into production.

6. Reporting a Security Issue

If you discover a potential vulnerability or configuration risk:

1. Do not share the issue publicly
2. Email a detailed description to security@authenta.ai
3. Include:
   • Affected component or container name
   • Steps to reproduce (if applicable)
   • Environment details (no sensitive media data required)

Our security response team will acknowledge your report within 24 hours and coordinate directly for remediation.

7. Staying Updated

We recommend checking for updates periodically to ensure your deployment includes the latest model improvements and security patches.

• Subscribe to release notifications via email (request via support@authenta.ai)
• Enable internet access temporarily to pull the latest versions:

  docker compose pull

• Review the Maintenance & Updates section for detailed procedures

8. Professional Services (Optional)

For enterprise clients, Authenta provides additional services:

Contact enterprise@authenta.ai for tailored support packages or professional service engagements.

9. Escalation Process

If an issue remains unresolved or requires urgent escalation:

1. Reply to your existing support thread with "Escalate" in the subject line
2. Include the ticket or email reference number
3. The request will be routed directly to the Authenta Engineering Lead for review and priority handling

10. Summary

Thank You

Authenta was built to deliver secure, AI-powered media authenticity detection for enterprise environments.
Our team is here to ensure your deployment remains stable, secure, and fully compliant — now and in the future.