Support Policy

AhuraSense provides technical support for platform services, provisioning, billing, infrastructure faults and supported managed-service components.

Support does not ordinarily include:

• Administration of Customer applications.
• Debugging Customer source code.
• Managing Customer operating systems.
• Developing software.
• Configuring unsupported third-party software.
• Performing services outside the purchased support plan.

• Severity 1 — Critical: a production Service is unavailable or a material platform-side incident is causing widespread or critical operational impact and no reasonable workaround exists.
• Severity 2 — High: material degradation of a production workload or an important Service feature with substantial business impact, but the Service remains partially operational or a workaround exists.
• Severity 3 — Normal: non-critical impairment, configuration issue, technical question or product behaviour requiring investigation.
• Severity 4 — General: documentation questions, feature requests, account enquiries and general assistance.

Response times are targets for initial acknowledgement and investigation, not guaranteed resolution times unless a separate support agreement expressly states otherwise.

Support-plan response targets displayed during ordering or in an applicable Order Form govern the Customer's Account.

Resolution time depends on the nature of the issue, third-party dependencies, Customer cooperation, hardware replacement, software defects and other circumstances.

Customers must provide information reasonably necessary to investigate a support case, including:

• Resource identifiers and timestamps.
• Logs and error messages.
• Reproduction steps.
• Relevant configuration information.

AhuraSense may be unable to investigate an issue where necessary diagnostic information is unavailable.

Customers should not provide passwords, private keys or unnecessary sensitive data through ordinary support channels.

• Security incidents and vulnerability reports should be reported to [email protected].
• Abuse reports should be directed to [email protected].
• SLA claims must follow the SLA claim process set out in the Service Level Agreement.
• Legal, regulatory and privacy requests must be sent to [email protected].
• General support goes to [email protected].