Support Policy
Support must have a named service boundary, escalation path and measurable commitments in the signed service schedule.
This is a public review draft. It is not an offer or an operative agreement; signed service terms and approved schedules prevail.
Intake and classification
The agreed schedule should identify channels, service hours, authorised contacts and severity criteria. A critical incident involves a material loss of an in-scope service; lesser cases are prioritised by impact and urgency. Acknowledgement and resolution targets are agreed per service, not assumed here.
Response and cooperation
The support owner should record the ticket, business impact, actions, hand-offs and updates. Security incidents are escalated under the incident plan. Where a vendor operates the product, its support entitlement and responsibilities are disclosed separately.
Evidence and review
Recurring issues, exceptions and missed targets should feed into root-cause review and improvement. An SLA, 24/7 cover or guaranteed fix exists only if expressly contracted.