Zero Tier-1 Escalation Lag
Every technical support inquiry, routing issue, or latency edge case is received directly by senior systems engineers who author and maintain the gateway core.
Direct Senior Engineer Access · Sunnyvale, CA
Real engineers. Fast, decisive answers.
Whether you are evaluating nRouter for production, customizing enterprise guardrails, or auditing SOC 2 compliance, every inquiry routes directly to the senior engineers who build and operate the gateway.
< 15 min Support SLO·100% Engineer-Led·Enterprise MSA & SOC 2
- < 1 business dayGeneral & technical supportTriaged by a real engineer
- < 4 business hoursSales & enterpriseCustom plans, volume pricing
- < 48 hoursSecurity disclosuresAcknowledged + assigned
- 24 / 5CoverageMon–Fri across PT + CET · 24 / 7 for Enterprise
Prefer email?
Email the right inbox directly.
Every inbox is owned by a real engineer with a published response SLO. For live debugging, the community Slack is open to everyone.
For procurement — vendor record for nRouter
- Legal entity name
- CloudAct Inc.
- Product / brand
- nRouter — nrouter.ai
- Entity type
- C-Corporation
- State of incorporation
- California, United States
- Registered / mailing address
- 100 S Murphy Ave, STE 200 PMB4013, Sunnyvale, CA 94086, United States
- Governing law
- State of California, United States
- Main phone
- +1 (650) 512-3902
- Billing & invoicing
- sales@nrouter.ai
- Legal & contracts (MSA)
- legal@nrouter.ai
- Security questionnaires
- security@nrouter.ai
- Privacy & DPA requests
- privacy@nrouter.ai
- DUNS / EIN / W-9
- Shared on request via legal contact
MSA, DPA, BAA, SOC 2 status, security questionnaires, and tax forms are returned within one business day. DUNS/EIN identifiers are sent directly to your procurement team rather than published publicly.
Request documentsEngineering Support Model
Direct engineering engagement at every touchpoint.
No support tiers, no bot triage scripts, and no delays. Your requests connect directly to the engineers operating the platform.
Transparent Response SLO Commitments
We publish formal response-time benchmarks across all dedicated functional inboxes, from critical production outages (< 15 min) to security reviews and procurement onboardings.
Enterprise Procurement & Compliance Acceleration
Streamlined review processes for NDAs, Master Service Agreements (MSA), Data Processing Agreements (DPA), and Business Associate Agreements (BAA) with standard one-business-day turnaround.
Contact Questions
Frequently asked questions about contacting nRouter.
Which channel should our team use for urgent production issues?
Email support@nrouter.ai directly. Production priority requests trigger automated on-call routing to our engineering rotation. Real-time platform status is always available at nrouter.ai/status.
How do we request vendor security packets and compliance audits?
Email security@nrouter.ai or submit a document request through our legal desk at legal@nrouter.ai. We return third-party penetration test summaries, cloud security certifications, and completed SIG/CAIQ questionnaires within one business day (nRouter SOC 2 Type II report available upon audit completion).
Can we schedule a technical architecture review before migrating production traffic?
Yes. Book a 30-minute working session via /book-demo or email sales@nrouter.ai. We review expected request volume, concurrency patterns, intent classification configurations, and cost reduction strategies.
What technical details should be included in an API support inquiry?
To expedite diagnosis, please include the unique x-nr-request-id header returned from the call, targeted model alias, timestamp in UTC, client SDK version, and relevant error payloads.