Service unavailable or security event
30-minute acknowledgement target after on-call activation
Tell us what broke. Keep the secrets out
Include a timestamp, affected workflow, workspace name, and the response correlation ID. Never send passwords, API keys, OAuth tokens, one-time codes, or raw customer data.
Priority guide
Targets begin only after production mailbox and on-call coverage are activated and evidenced. They are operational targets, not a contractual SLA.
Critical workflow blocked with no workaround
4-hour acknowledgement target
Degraded workflow with a workaround
1-business-day acknowledgement target
Question, feedback, or feature request
2-business-day acknowledgement target
Product or billing
Send the affected feature, expected result, actual result, timestamp, and correlation ID. Billing disputes must omit full payment details.
Security report
Use “Security report” in the subject. Share the minimum reproduction and impact. Do not access other tenants or retain exposed data.
Privacy request
Authenticated users should use Dashboard → Settings for access, portability, consent, and erasure so identity and request history stay verifiable.