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- We look at your files, formats and volumes
- You get a test on your own footage and a quote
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Ask for a free test on your own files, or tell us about your video workflow, API integration or enterprise requirements.
Existing customer? Support, billing and company details
Contact
How to reach us, what to include, and who you are dealing with.
Email and what to expect.
Where messages go, and the mail you should expect back.
Email and what to expect
Write to support@silken.io. That address covers everything: a question about a job, a question about a bill, a bug, a security report, a request to close an account, or a question you would rather ask before signing up. A copyright notice goes there too. It has a required form and a subject line to use, both on the copyright policy.
Whose mailbox that is. It is silken's own. support@silken.io is a mailbox on the silken.io domain, and not the address of Velvet Software Limited's other products.
If you are waiting on mail from silken, check your spam folder. Account mail includes verification, password reset and email-change messages. Contact requests generate a notification to silken; meetings generate calendar invitations and cancellation notices. A request or meeting can be saved even if its email notification fails.
If a verification or reset link has not arrived, the Create account screen can re-send one; you can also write to the address above.
silken sends you no mail you did not ask for, and never asks you for a password, an API key or a presigned URL by email. Any message that does is not from us.
What to include.
One identifier turns a description into a lookup.
What to include in a support request
An account is an email address and a set of jobs; contact requests and meetings separately store the name, company and details you provide. A message describing "a job yesterday that came out wrong" cannot be matched to anything. An identifier can.
The identifiers that find your job
Do not send us your video, and do not send us credentials. silken works against links you sign on your own storage and never needs a copy of your media; a presigned URL in an email is a working key to your bucket for as long as it lasts. If a source is genuinely necessary to reproduce a problem, we will say so and agree how.
Billing, cards and cancellation.
Most of these are self-service.
Billing, cards and cancellation
- Changing a card, reading past invoices, or cancelling — the billing portal, opened from the Billing screen. silken never sees your card details and cannot do any of these for you. If you subscribed through AWS Marketplace, all three happen in AWS instead.
- What something will cost — the pricing page is the rate card, and the refunds and cancellation page sets out what is never billed in the first place and where the refund policy stands. Both are readable without asking anybody.
- A charge you do not recognise, or a job you believe should not have been billed — write in with the job id.
- An account you cannot get into — write in from the address on the account where you can. Closing an account is a request to the address above.
Security and abuse.
Support and security reports use the same mailbox; include a clear subject.
Security and abuse reports
Security. If you find a vulnerability in silken, report it to support@silken.io with enough detail to reproduce it, and please give us a chance to fix it before publishing. The machine-readable contact is at /.well-known/security.txt. No bounty is offered. Customers can also use this address for security questionnaires and for requests for our security documentation. If you believe your account or an API key has been compromised, rotate the key from the dashboard first and tell us second.
Abuse. Content silken converts is content you supply from your own storage; if you believe an account is using the service for something the acceptable-use section of the terms prohibits, report it to support@silken.io with whatever evidence you have, including a silken playback or download address and any job identifier.
Copyright has a form, not a separate address. A notice of infringement, or a counter-notice disputing one, comes to the address above like everything else, but it has to contain specific things to be actionable, and it should say "Copyright Infringement" in the subject line. The copyright policy lists what a notice must contain and explains what silken can act on.
Security, compliance and service-level questions go to the sales team: use the contact form or book a meeting at the top of this page.
Who you are contracting with.
The company, its registration number, and a registered office that takes post.
Company details and complaints
You are contracting with Velvet Software Limited, a company registered in Dublin, Ireland under company registration number 633270. "silken", "we" and "us" mean that company, on this page and in every document linked from it.
Founded by Daniel Batkilin.
Its registered office is 29 Earlsfort Terrace, Dublin 2, D02 AY28, Ireland. That is the address for formal correspondence and for an escalated complaint; it is not a support desk; send a question about a job to the address in section 01.
Section 01 of the terms says all of this operatively, and section 12 there names the law that governs the agreement.
If our answer does not settle it
Reply to the same email and ask for the matter to be escalated. An escalated complaint is handled by Velvet Software Limited at the registered office above, and a question about an invoice, a payment or a refund is answered by us at the same address. It costs nothing and needs no particular form of words.
None of that affects your right to dispute a card payment with your bank. Coming to us first is not a precondition of doing so. It is worth knowing what a dispute does before you raise one: it suspends the account, and that is the one suspension no self-service route clears — the refunds page explains.