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Support & service levels.
Published response targets, defined severities and an escalation path — so you know what you are entitled to before you need it.
Severity levels
How we classify an issue.
Severity is set on the impact to your business, not on how the message was worded. We will tell you the severity we have assigned when we acknowledge your report.
| Severity | Definition | Essential | Growth | Partner |
|---|---|---|---|---|
| S1 — Critical | The system is down or unusable for all users, or data integrity is at risk. | Next business day | 4 business hours | 2 hours, 24/7 |
| S2 — High | A core function is broken with no workaround, affecting many users. | 2 business days | 8 business hours | 4 business hours |
| S3 — Medium | A function is impaired but a workaround exists. | 3 business days | 2 business days | 1 business day |
| S4 — Low | Cosmetic issues, questions and change requests. | 5 business days | 3 business days | 2 business days |
Times shown are targets for a first substantive human response, not for full resolution. Business hours are Monday to Friday, 9:00am to 6:00pm Eastern, excluding United States federal holidays.
How to report
Email support@trustedventures.store with what you expected, what happened, and the time it happened. A screenshot and the affected record identifier resolves most issues twice as fast.
Acknowledgement
Every report receives a human acknowledgement with a ticket reference and the assigned severity. An automated receipt does not count as a response against our targets.
Escalation
If a response target is missed, reply to the ticket with the word ESCALATE. It routes immediately to the delivery lead. Partner-plan clients also hold a direct escalation line.
Planned maintenance
Notified at least five business days in advance and scheduled outside your business hours wherever technically possible.
Emergency work
Clients without a plan can still request emergency assistance, billed at $275 per hour with a two-hour minimum, subject to availability.
Continuity
If your named contact is unavailable, a second engineer familiar with your system covers. No client depends on one person being reachable.
