01
Channels and eligibility
Customers may use available in-product and email support channels. Prospects use public contact channels. Security reports use the responsible-disclosure channel. The final policy must state plan eligibility, staffed hours, holidays, time zone, and after-hours coverage.
02
Severity definitions
Critical means a credible active security event, widespread outage, or material data-integrity risk. High means a core paid workflow is unavailable without a safe workaround. Normal includes limited defects, configuration, guidance, and feature questions. Batch Scale may adjust severity based on verified impact.
03
Response and resolution
Initial response means acknowledgment and triage, not resolution. Resolution depends on cause, provider involvement, safe deployment, and verification. Numerical targets must not be published until monitoring, staffing, alert delivery, escalation, and evidence retention are proven.
04
Customer cooperation
Customers should provide a concise description, affected workspace and workflow, time, request identifier, reproduction steps, and safe screenshots. Do not send secrets or unnecessary personal information. Delayed access or missing information may affect investigation.
05
Maintenance and exclusions
Maintenance, customer configuration, unsupported use, beta features, third-party services, force-majeure events, and customer networks may be excluded from a contractual availability calculation only as stated in the signed agreement.
06
Targets versus SLA commitments
Public goals and beta practices are operating targets. An enforceable SLA must identify measurement source, calculation period, exclusions, claim method, exclusive remedy, and service-credit limits in a signed agreement.
07
Escalation and complaints
The final process must identify incident, privacy, billing, accessibility, and executive escalation paths and maintain evidence that messages reach an accountable owner.