Support channels
A dedicated support email and emergency escalation path must be approved before paid launch. Pilot customers should receive the current contact path in their signed agreement.
Support approval pack
Support Policy
Draft coverage, severity, escalation, and response targets for pilot and paid launch support.
Draft for approval
This page is prepared for launch review. It should not be treated as final legal, privacy, security, billing, or support advice until the matching approval reference is recorded.
Response targets
Targets are draft operating commitments until the support SLA gate is approved.
| Pilot urgent | Acknowledge within 4 business hours. |
|---|---|
| Pilot normal | Acknowledge by the next business day. |
| Paid urgent | Acknowledge within 2 business hours during coverage. |
| Paid normal | Acknowledge by the next business day. |
Severity definitions
Severity 1 covers security, privacy, tenant isolation, billing overcharge, or product-unavailable events. Severity 2 covers major workflow degradation, webhook failure, or database readiness issues. Severity 3 covers general bugs, usability issues, documentation, or enhancements.