Channels: email ([email protected]), Slack (where available), phone (where provided).
Support hours (Oslo time): 09:00-20:00 for Starter/Pro.
Enterprise (Unlimited): 24/7 only if explicitly included in the enterprise Order Form.
Sev 1 (Critical): Service unavailable for most users or major security incident. Initial response target: within 4 hours during support hours (24/7 for Enterprise if purchased).
Sev 2 (High): Major functionality impaired; no workaround. Initial response target: within 1 business day.
Sev 3 (Normal): General issues, questions, minor bugs. Initial response target: within 2 business days.
Targets are goals, not guarantees.
Uptime target: 99.5% monthly uptime goal.
Maintenance: scheduled maintenance with 48 hours' notice where practicable.
Credits: no service credits unless agreed in an enterprise Order Form.