Support
Support
How to reach us today, and the support schedule we intend to offer once the owner has approved the numbers.
No response-time or availability commitment is in force. The values in the schedule below are drafts. Cells marked "Requires owner approval" have not been decided. Nothing on this page is an SLA.
Get help now
- Questions and issues: send them with the contact form or the support contact. A person reads each one; there is no 24x7 line and no phone support.
- Service status: the status page shows live checks of this web application.
- Security issues: use the disclosure process, not the support form.
Sending diagnostics safely
- Do not send passwords, API keys, tokens, install codes or customer data.
- Local audit logs and incident files contain security evidence. Review and redact them before attaching them to a ticket.
- Support bundles are created only with your consent, and you can inspect one before sending it.
Draft severity definitions
These definitions are proposals and map to internal incident levels once approved.
| Level | Meaning |
|---|---|
| Severity 1 | Protection is failing broadly for a customer (for example agents blocked or unprotected at scale) or there is a confirmed security incident. |
| Severity 2 | A major function is impaired with no workaround, such as enrollment, policy rollout or event delivery for a group of agents. |
| Severity 3 | A function is impaired but a workaround exists, or a single agent is affected. |
| Severity 4 | A question, documentation gap or minor defect. |
Draft support schedule
| Item | 14-day evaluation | Paid order |
|---|---|---|
| Support channel and hours | Requires owner approval | Requires owner approval |
| Security incident channel and encryption | Requires owner approval | Requires owner approval |
| Holiday and language coverage (EU, US, APAC) | Requires owner approval | Requires owner approval |
| First-response target by severity | Requires owner approval | Requires owner approval |
| Update, workaround and resolution targets | Requires owner approval | Requires owner approval |
| On-call rota and escalation owner | Requires owner approval | Requires owner approval |
| Maintenance windows and exclusions | Requires owner approval | Requires owner approval |
| Service credits | None | Requires owner approval |
| Availability target (managed control plane and dashboard API) | None. Evaluation has no availability commitment. | Planning target 99.9% monthly. Not approved, not measured, not an SLA. |