Support Model
Tiers
| Tier | Hours | Response SLA | Channels |
|---|---|---|---|
| Team | 9×5 business | 1 business day | email, Slack shared |
| Scale | 24×7 | 1 hour critical | email, Slack Connect, on-call |
| Growth | 24×7 | 15 min critical | email, Slack Connect, on-call, dedicated SE |
| Air-gap | 24×7 + on-site | 15 min critical | on-site + remote |
Channels
- Email —
support@denpex.ai(autopilot routes by tenant). - Slack Connect — direct channel shared with customer ops.
- GitHub Discussions — public Q&A.
- On-call rotation — for Scale and above.
Severity Definitions
| Severity | Definition | Example |
|---|---|---|
| Sev-2 | Major degradation; workaround exists | One feature partially failing |
| Sev-3 | Minor degradation; customer impact low | Doc typo; UI bug |
| Sev-4 | Cosmetic; no impact | Typos; suggestions |
Escalation
- Growth: 15-min Sev-1 SLA includes direct escalation to on-call engineer.
- Air-gap: dedicated 24×7 SE + on-site engineer within 4 hours.
Postmortems
After every Sev-1 we publish a public postmortem within 14 days. For customers under NDA a private edition is also delivered.
Reporting Bugs
- Public: GitHub issues.
- Private: support@denpex.ai with the customer tag.
Status Page
https://status.denpex.ai