Effective: 2026-07-25
Support and SLA Policy
Real support requests are recorded through the contact form and routed to the configured support owner.
Coverage
Published staffed hours, timezone, emergency channel, and owner must be supplied in production configuration and the signed order. Outside staffed hours, an automatic acknowledgement confirms receipt but is not a human response.
Severity
S1: production-wide outage, confirmed data exposure, or critical security event. S2: major capability unavailable with no reasonable workaround. S3: impaired feature with workaround. S4: question, documentation, or minor defect. Severity may be corrected after triage.
Targets
Response and restoration targets are contractual only when stated in a signed order. Targets are measured from receipt in the support system, exclude customer-caused delay, and do not guarantee resolution time unless explicitly agreed.
Escalation
Unacknowledged or worsening incidents escalate to the duty owner. Security and privacy incidents use the incident response process. Status and decisions remain attached to the support record.