Trust Center
Support Policy
Support tiers, response targets, escalation paths and named contacts for enterprise engagements.
Overview
Support is a commitment, not a courtesy. Our support policy defines what customers can expect: how to reach us, how quickly we respond by severity, and how issues escalate when they need to.
Enterprise engagements include named senior contacts and escalation paths that actually escalate — no anonymous queue, no dead ends.
What this covers
Support tiers
Standard, priority and enterprise tiers with clearly defined scope and response targets.
Severity model
Issues are triaged by severity, with the most urgent receiving the fastest committed response.
Escalation paths
Defined escalation to senior engineers and named contacts for enterprise customers.
Channels
Multiple support channels with documented hours and coverage for each tier.
Knowledge base
Self-service documentation and guides so common questions are answered instantly.
Feedback loop
Recurring issues feed the product roadmap so support burden reduces over time.
FAQ
Frequently asked
- Response targets are set by support tier and issue severity; enterprise agreements include committed response times in writing.
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