By email at tarven@sb-itm.ch or via the Tarven Support form (recommended). We usually respond within one business day. For critical issues (login/payment blocked), please include URGENT in the subject line.
Your User ID, account email, a brief description of the issue, date/time, any screenshots, and if applicable, the selected plan or form used.
Never share card data or other personal sensitive information.Yes. Sophie is available 24/7 to answer common questions about Tarven and SB-ITM — how T-Points work, service walkthroughs, useful links, status updates (promotions, referrals, etc.).
Sophie does not have access to your personal data, invoices, or payment methods. For account-related actions (changes, incidents, refunds), she escalates your request to human support.-
Critical: unable to access, payment blocked, security risk → immediate response.
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Major: degraded service, recurring error → prioritized response.
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Standard: general usage questions, feature requests → response within 1–2 business days.
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Every message creates a ticket (reference sent to your email). Just reply in the same thread to add info. If you don’t hear back within 48 business hours, reply with “Follow-up” in the same thread.
Via email support, we respond in French and English.
Sophie, our AI assistant, understands and responds in 100+ languages (FR/EN/DE/IT/ES, etc.).
For account actions (changes, incidents, billing), a human agent handles them (FR/EN).
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Tarven FAQ: all answers in one place.
Select a section below and open the questions that apply to you.
If needed, Tarven Support is here to assist you.