Contact
Talk to the team that runs the gateway
Pick a department and your message goes straight to the people who own it: engineers for support, our security lead for disclosures, and a FinOps architect for pricing.
Routing
Every department, its inbox and its clock
Write to the right address and skip the triage queue. Response targets are measured, and support targets are part of every paid plan.
| Department | Use it for | Response target | Hours | |
|---|---|---|---|---|
| Sales | Pricing, the Scale plan, procurement, security reviews before purchase. | sales@palmsouqltd.com | Reply within 4 business hours | Mon to Fri, 9:00 to 19:00 IST |
| Support | Gateway errors, breaker tuning, SDK questions, dashboard access. | support@palmsouqltd.com | 24x7 on Growth and Scale, 1 business day on Starter | 24x7 for Growth and Scale |
| Security | Vulnerability reports, security questionnaires, SOC 2 report requests, incidents. | security@palmsouqltd.com | Acknowledged within 24 hours | Monitored 24x7 |
| Press | Interviews, commentary on LLM pricing and FinOps, media kit requests. | press@palmsouqltd.com | Reply within 1 business day | Mon to Fri, 9:00 to 19:00 IST |
| Partnerships | Billing platforms, consultancies, AI agencies and technology integrations. | partners@palmsouqltd.com | Reply within 2 business days | Mon to Fri, 9:00 to 19:00 IST |
| Billing | Invoices, GST and tax details, plan changes, overage questions, refunds. | support@palmsouqltd.com | Reply within 1 business day | Mon to Fri, 9:00 to 19:00 IST |
Headquarters
Tondiarpet, Chennai
The gateway, breaker engine and metering pipeline are designed, built and operated from this office. Visits and in-person architecture workshops are by appointment.
PALM SOUQ PRIVATE LIMITED, a private limited company incorporated in IndiaOld No. 65, New No. 135/7, Govindappa Naicken Street, Tondiarpet, Fort St George, Chennai, Tamil Nadu 600001, India+91 (044) 4123-4040sales@palmsouqltd.com| Region | Control plane | Data residency | Support coverage |
|---|---|---|---|
| India South | Chennai team | India | IST business hours + 24x7 on-call |
| Singapore | Regional | Singapore | 24x7 on-call |
| EU Central | Regional | European Union | 24x7 on-call |
| US East | Regional | United States | 24x7 on-call |
| US West | Regional | United States | 24x7 on-call |
Security, privacy and legal
These inboxes are read by named owners, not a shared queue. Please do not send provider API keys or customer data by email.
- Disclosure policy
Vulnerability disclosure
security@palmsouqltd.com - Privacy Policy
Privacy and data requests
privacy@palmsouqltd.com - Data Processing Addendum
DPA, BAA and contracts
legal@palmsouqltd.com - Trust center
SOC 2 Type II report
security@palmsouqltd.com
Contact questions
How fast does sales reply?
Within 4 business hours, Monday to Friday, 9:00 to 19:00 IST. If you include your monthly LLM spend and tenant count, the first reply usually comes with a draft margin model for your workload.
Is support really 24x7?
Yes, for Growth and Scale customers. Starter customers get a reply within 1 business day. Gateway incidents affecting any plan are handled by our on-call team around the clock and posted on the status page.
Where should I report a vulnerability?
Email security@palmsouqltd.com. We acknowledge within 24 hours and do not pursue legal action against good-faith research that follows our disclosure policy on the Security page.
Can I visit the office?
Yes, by appointment. Our headquarters is at Old No. 65, New No. 135/7, Govindappa Naicken Street, Tondiarpet, Fort St George, Chennai, Tamil Nadu 600001, India. Email sales@palmsouqltd.com to arrange a visit or an architecture workshop in person.
I am an end user of an app built on PALM SOUQ. Who do I contact?
Please contact the company whose app you use. They control the data and the limits applied to your account. If you need help reaching them, write to privacy@palmsouqltd.com.
Prefer to see it working first?
Start a 14-day production trial and route your first governed request in about two minutes, or explore the sandbox with six simulated tenants.
14-day free production trial · 100k requests included · no card required