Support
SLA tiers
| Severity | Definition | Pro response | Enterprise response |
|---|---|---|---|
| P1 — Critical | Production outage or compliance-impacting issue | 4 hours | 1 hour |
| P2 — High | Major feature impairment, no full outage | 8 business hours | 4 hours |
| P3 — Normal | Minor feature impairment, workaround exists | 1 business day | 8 business hours |
| P4 — Low | Question, feature request, documentation | 2 business days | 1 business day |
Hours of coverage:
- Pro: Support 24/5 (Mon 00:00 UTC through Fri 24:00 UTC); P1 incidents 24/7.
- Enterprise: Support 24/7 with named on-call engineers and a dedicated TAM.
Escalation paths
Pro tier:
- Open a ticket via the support portal or email.
- If a P1 hasn’t been acknowledged within 30 minutes, page our on-call line (provided in your welcome packet).
Enterprise tier:
- Page directly via your dedicated Slack channel (
#stringer-<your-org>) — our on-call engineer is in that channel. - If unacknowledged in 15 minutes, your TAM is paged automatically.
- Critical-path escalation reaches our VP of Engineering within 30 minutes for P1.
Contact channels
- Support portal: Provided in your welcome packet.
- Email (Pro and Enterprise): Provided in your welcome packet — please use the address tagged with your organization for routing.
- Shared Slack channel (Enterprise): Stood up at kickoff.
- Phone (Enterprise P1): Provided in your welcome packet; a real person picks up 24/7.
- Sales / pre-sales: contact us.
Emergency procedures
For active security incidents involving Stringer infrastructure:
- Page our on-call line first (Enterprise) or open a P1 ticket (Pro).
- We will join your incident bridge within the SLA window with at least one platform engineer.
- Post-incident, we deliver a written incident report within 5 business days, including root cause and remediation.
Status and post-incident reports
- Status page: Linked in your welcome packet (per-tenant for Dedicated and Federal).
- Post-incident reports: Posted to your shared Slack channel and the support portal within 5 business days of any P1 or P2.
- Quarterly operational review (Enterprise): Your TAM presents uptime, ticket trends, and recommendations for the upcoming quarter.
Not finding what you need?
Contact us and a real engineer will get back to you within one business day.