Helpdesk & Client Support

Support SLA Tiers

Support targets apply only when stated in an executed customer agreement. Illustrative priority targets must not be treated as guarantees unless incorporated into that agreement:

- Priority 1 (Blocker): Response within 15 minutes, continuous resolution focus.

- Priority 2 (High): Response within 2 hours.

- Priority 3 (Medium): Response within 24 hours.

Ticket Intake and Diagnostics

To open a support request, send an email to [email protected]. Routing and response methods depend on the applicable service and executed customer agreement.

Provide only the diagnostics requested through an approved support channel; remove secrets and regulated data unless an authorized secure-transfer process is in place.

Frequently Asked Questions

Q: How do we update our zero-trust access boundaries?
A: Access boundaries are managed via Doppler secrets and Tailscale ACL configurations. Refer to the Administration section of the platform documentation.

Q: What happens if a remediation fails?
A: Where configured and approved, the service can invoke documented rollback and alerting procedures. The applicable runbook and customer agreement control.