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Service Delivery
Support Policy
Details support availability, channels, severity levels, and response targets.
Last Updated: January 15, 2024
6 minutes read
Overview
We provide multi-channel support to help you quickly resolve issues and questions.
Support Hours
Standard: Monday–Friday, 9:00–18:00. Premium tiers may include extended or 24/7 coverage.
Support Channels
- Client Portal (preferred)
- Email: support@skyber.com
- Phone: for Premium/Enterprise contracts
Severity Levels
- Critical: System down or major business impact
- High: Significant degradation
- Medium: Limited impact workaround exists
- Low: Minor issue or question
Response SLAs
Response targets align with our SLA. See Service Level Agreement for details.
Escalation Process
If an issue remains unresolved, it is escalated to senior engineers and management per our internal process.
Contact
Support contact: support@skyber.codes
For immediate assistance, use LUMI - Advanced AI Chat Support.
Questions About This Policy?
If you have any questions or need clarification about this policy, our team is here to help.
