General[email protected]
Data protection[email protected] with PRIVACY in the subject
Security[email protected] with SECURITY in the subject
Reply timeTwo working days for a considered answer, not an automated acknowledgement
One inbox. A person reads it.
There is no contact form on this site. Forms on a static site either post to a third party you did not agree to share your details with, or they post nowhere at all and quietly lose the message. Email is the whole system. It leaves you with a copy of what you sent, which a form does not.
Four reasons to write, and what happens to each
A data platform enquiry
Describe the situation rather than the solution you think you need. What the platform is built on, what is going wrong, who is affected and what you have already tried. You get a written reply with an honest read on whether this is work we should take, normally within two working days.
A data protection or privacy request
Access, rectification, erasure, restriction, portability, objection or a withdrawal of consent under the UK GDPR. Put PRIVACY at the front of the subject line. We acknowledge on receipt and respond within one month, and we will tell you if we need to verify your identity first. The full procedure is in the privacy notice.
A security report
If you have found a vulnerability in this website or in anything we have published, tell us. Put SECURITY at the front of the subject line, describe what you found and how to reproduce it, and give us reasonable time to fix it before disclosing publicly. We will not pursue anybody who reports a genuine issue in good faith and without accessing or altering other people's data. We do not currently run a paid bounty.
Anything legal or contractual
Notices under our terms, procurement and supplier onboarding paperwork, or formal correspondence. Email is the fastest route. Post reaches us at the registered office, but expect it to take longer, and please do not send anything time critical by post alone.
What makes a first email worth answering properly
None of this is compulsory. It is simply what turns a two line reply into a useful one.
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01
The shape of the platform
Which cloud, which warehouse or lakehouse, roughly how the data gets in, and roughly how many models or pipelines exist. Approximate is fine. We are trying to work out the scale of the problem, not audit you by email.
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02
The symptom, not the diagnosis
What actually goes wrong and who notices. Numbers that disagree between two reports, a job that fails weekly, a bill that jumped, a request you could not answer. The underlying cause is frequently somewhere other than where the pain shows up.
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03
What already exists
Whether there is version control, whether there are tests, whether anything is documented, and whether there is a person who owns the platform. A platform with none of these needs a different first engagement from one that has all four.
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04
Your constraints
Budget range, deadline, procurement requirements, security questionnaires, data residency rules. Telling us early that you can only buy from a certified supplier saves us both a fortnight, because we would then have to decline.
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05
No credentials, no personal data, no production extracts
Please do not attach live data, database credentials, API keys or anything containing personal data to a first email. If we need to look at something sensitive, we will agree a secure route and a written processing instruction first. An email inbox is not that route.
The reply, described honestly
- Who reads it
- A person at VIVAN LABS LTD. There is no chatbot, no ticketing system, no automated qualification sequence and no autoresponder. If you get no reply within five working days, the message did not arrive and it is worth sending again.
- How long we keep it
- Enquiry correspondence that does not become a client relationship is deleted after twenty four months. Correspondence that does become a client relationship is kept for the life of the contract and then for six years from the end of the financial year in which it ends, because UK company law requires accounting records to be retained for that long.
- What we do with your details
- We answer you. We do not add you to a mailing list, we do not sell or share your details with anybody for marketing, and we do not profile you. The lawful basis, the retention period and your rights are set out in the privacy notice.
- Whether we might say no
- Frequently. If the work is outside what we do, if the timeline is not achievable, if we think another kind of supplier would serve you better, or if we simply do not have the capacity, we will say so in the first reply rather than after three meetings.
- Complaints about how we handle your data
- Raise it with us first at [email protected]. If you are not satisfied you can complain to the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF, telephone 0303 123 1113, at ico.org.uk. You can go to the ICO without coming to us first.
The address, one more time
[email protected]. Everything on this page routes to it, and the subject line prefix is the only thing that changes.