Support Channels
Primary support is provided via email and ticket handling.
Critical incidents are escalated according to the operations priority matrix.
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Support and SLA
Support channels, response targets, named ownership, and escalation levels for incidents, billing issues, and integration failures.
Version 2026-03-05Support owner, Operations owner, Finance operations ownerEffective March 5, 2026Updated March 5, 2026
Contents
SLA Targets
P1 (critical): initial response within 4 business hours.
P2 (high): initial response within 1 business day. P3 (normal): within 2 business days.
Ownership and Escalation
Support owner handles first response and customer communication. Operations owner handles technical incident execution and status updates. Finance operations owner handles invoice, dispute, and credit-note issues.
P1 incidents escalate immediately to operations owner. Billing disputes affecting an open period escalate to finance operations owner on the same business day.
Billing and Disputes
Invoice discrepancies are handled under documented dispute and credit-note procedures.
Financial adjustments must remain traceable and auditable.
Version history
Version: 2026-03-05
Effective from: March 5, 2026
Last updated: March 5, 2026
Current version