Support and Service Levels

1. Support channels

• Email support at contact@eresussec.com. This is the primary channel for incidents, questions, and workspace changes.
• In-product reporting for technical problems, so the workspace, project, and assessment context travels with the report.
• Security reports about our service go to security@eresussec.com and follow the process on the Security page.
• Named technical contacts are recorded on the order so that escalations reach a known person.

2. Hours

Standard support operates during business hours: Monday to Friday, 09:00–18:00 (Türkiye time), excluding public holidays. Business and Enterprise plans include an escalation path outside those hours for a Severity 1 incident; the details are set on the order.

3. Severity definitions

• Severity 1 — Critical: the hosted service is unavailable or unusable for the customer’s whole workspace, or a confirmed security incident affects the service. No workaround exists.
• Severity 2 — High: a core function of a paid entitlement is broken or materially degraded, with no reasonable workaround.
• Severity 3 — Medium: a function is impaired or behaves incorrectly but a workaround exists.
• Severity 4 — Low: a question, a documentation gap, a feature request, or a cosmetic issue.

4. Target response times

Response means a human acknowledgement with an initial assessment and an owner assigned, not a resolution. Targets are measured during business hours from the time a complete report reaches the support channel.

• Severity 1 — acknowledge within 4 business hours, with updates at least daily until a workaround or fix.
• Severity 2 — acknowledge within 1 business day, with updates at least every 3 business days.
• Severity 3 — acknowledge within 2 business days.
• Severity 4 — acknowledge within 5 business days.
• Resolution time depends on the cause, the fix, and whether a change must be scheduled, so we do not promise a fix deadline for a specific defect.
• Customer obligations: a usable report (impact, reproduction steps, affected workspace, timing), a responsive contact, and reasonable help to reproduce.

5. Availability and maintenance

• We operate the hosted service to be continuously available and we monitor it, but unless an order states an explicit uptime commitment, no uptime percentage or service credit is offered and figures on the website are illustrative.
• Planned maintenance is scheduled outside core hours where practical and announced in advance.
• Emergency maintenance to protect security or data integrity can happen without advance notice. We notify affected administrators as soon as we can.
• Excluded from any availability measurement: scheduled maintenance, emergency maintenance, customer or third-party network and identity-provider failures, customer misconfiguration, force majeure, and features labelled preview or beta.

6. Changes and upgrades

We improve the service continuously. We do not materially reduce the core functionality of a paid entitlement during its term. Breaking changes to an API, an export format, or an integration are announced in advance with a migration path where one is needed.

7. Contact

Support and escalation questions: contact@eresussec.com. Include the workspace name, the affected assessment or route, and the observed versus expected behaviour.