SUPPORT POLICY

Support Policy

How we respond, and how to reach us. Enterprise agreements may define custom targets.

Severity levels & response targets

Severity	Example	First-response target
Sev 1	Service unavailable or active security incident	4 business hours
Sev 2	Major workflow blocked, no workaround	1 business day
Sev 3	Partial degradation or workaround available	2 business days
Sev 4	General question or feature request	3 business days

Targets are first-response, during UK business hours (Mon–Fri, excluding bank holidays). Resolution times vary by complexity. A contracted SLA is available by enterprise agreement.

Support channels

—General support: [email protected]
—Enterprise & pilots: [email protected]
—Dedicated support channels (Slack/Teams) available on Business and enterprise plans.

Maintenance & availability

—Routine maintenance is performed during low-traffic windows and is designed to be zero-downtime.
—Planned maintenance with expected impact is communicated to affected customers in advance.
—Status and incident communications are provided to enterprise customers per their agreement.

Vulnerability disclosure

If you discover a security vulnerability, please report it responsibly to [email protected].

—Include a description, reproduction steps, and potential impact.
—We acknowledge receipt within 48 hours and keep you informed of progress.
—Please do not publicly disclose until we have had reasonable time to remediate.

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