1. Response times by tier
- Essentials: 48 business hours initial response
- Professional: 24 business hours initial response
- Enterprise: 4 business hours initial response, with priority channel
2. Support tier definitions
- P1 (Critical): Production system down or major function unavailable
- P2 (High): Significant degradation, no immediate workaround
- P3 (Medium): Limited impact with workaround available
- P4 (Low): General questions and minor issues
3. Escalation
Unresolved P1 issues are escalated to the engagement lead within 1 hour and to senior leadership within 4 hours. Clients may request escalation at any time via the /contact form.
4. Exclusions
- Issues caused by third-party services or infrastructure outside our control
- Force majeure events
- Issues arising from client-implemented changes outside agreed scope
- Beta or experimental features clearly identified as such
5. Reporting
All support requests should be raised through your dashboard or the /contact form for non-clients.