Operations
Support & SLA Policy
How to get help, expected response times, and service availability notes.
Contact
Support email: support@directline.solutions
Include: business ID, campaign ID (if relevant), and screenshots/logs.
Response targets
Response targets are best-effort and may vary based on third-party providers (e.g., SendGrid/Twilio/Stripe) and incident scope.
Severity levels
- SEV1 (Critical): Service down or sending blocked for many customers — target initial response: 4 business hours.
- SEV2 (High): Major feature degraded, partial sending issues — target initial response: 1 business day.
- SEV3 (Normal): General issues/questions — target initial response: 2 business days.
- SEV4 (Low): Requests/feedback — target initial response: 5 business days.
Availability
- Service availability depends on cloud and messaging providers.
- Planned maintenance may occur; we aim to minimize disruption.
If an enterprise customer needs contractual SLAs, request a signed MSA.