Status: legal-review draft. Do not publish as final legal terms without counsel review.
Pilot Support
Pilot support is provided Monday through Friday, 9:00 AM to 5:00 PM Pacific time, excluding U.S. holidays, unless the order form says otherwise. Support covers setup, runner-token configuration, evidence ingestion, review workflow questions, and platform incidents.
Each pilot order form must name a PolicyStrata pilot owner and technical escalation owner. If no production on-call rotation exists, that named technical escalation owner is accountable for initial incident triage during the pilot support window.
Contact Path
Customer support requests should use the contract-designated support contact. Requests should include organization name, project, affected workflow, timestamps in UTC, request ID if available, and business impact. Customers must not send raw prompts, rows, credentials, private schemas, or full traces in support tickets.
Severity Targets
| Severity | Examples | Target response | | --- | --- | --- | | SEV-1 | Cross-tenant exposure, credential leak, app unavailable during an active release review | Immediate triage | | SEV-2 | Broken ingestion, failed evidence exports, auth issue for a pilot customer | Same business day | | SEV-3 | Noncritical UI issue, documentation issue, integration sync delay | Next business day |
Formal SLA credits are not available unless a signed SLA exhibit applies.