Support and SLA model
Support handling is separated into outage response and routine operations. The boundary is explicit on the Contact, Pricing, and Billing pages so communication speed and expectations stay predictable.
Service windows
| Scenario | Handling window | How to route |
|---|---|---|
| Confirmed outage or critical incident | 7/24 response | Use support email and include [OUTAGE] in subject |
| Routine technical request | Business hours (UTC+3) | Use the standard support email thread |
| Project scoping question | Within one business day | Use quote form or direct email with clear scope context |
| Billing dispute | Review response within 3 business days | Send invoice number and issue summary within 14 days of charge date |
Incident flow
- Report the affected domain, timestamp, and visible symptom in one thread.
- If the site is down, mark the thread subject with [OUTAGE] for 7/24 handling.
- Triage confirms whether this is outage-level or routine-scope work.
- Mitigation, recovery, and follow-up actions are shared in the same thread.
Client-side expectations
- Keep one active thread per incident to avoid fragmented updates.
- Include URL, screenshot, error text, and change timing in the first message.
- Use billing-specific context (invoice ID and line item) for commercial disputes.
Scope boundary7/24 coverage is for outage and critical incidents. Feature requests, advisory questions, and standard maintenance requests follow business-hour workflow.