Support Tiers
| Community (Free) | Standard (Dev+) | Enterprise | |
|---|---|---|---|
| Channels | Documentation | Email + dedicated Slack/Teams | |
| Hours | Self-service | Business hours (CET) | Extended hours, emergency 24/7 |
| P1 response | — | 1 business day | 1 hour |
| P2 response | — | 2 business days | 4 hours |
| P3 response | — | 5 business days | 1 business day |
| Named contact | — | — | Dedicated account engineer |
| Onboarding | Self-service | Quickstart guide | Guided session (60 min) |
| Quarterly review | — | — | Usage review + roadmap preview |
Response targets are operational goals, not contractual guarantees. Enterprise customers may negotiate contractual commitments as part of a custom SLA.
Priority Definitions
| Priority | Definition | Examples |
|---|---|---|
| P1 — Critical | Service unavailable or key compromise | API 5xx on all endpoints |
| P2 — High | Degraded performance or data failure | Elevated response times, stale scores |
| P3 — Medium | Non-blocking issue | Documentation error, integration guidance |
| P4 — Low | Enhancement request | New data source, UI suggestion |
Communication Channels
| Channel | Address | Use case |
|---|---|---|
| General support | support@feedoracle.io | Standard + Developer inquiries |
| Enterprise | enterprise@feedoracle.io | Enterprise tier, procurement, SLA |
| Security | security@feedoracle.io | Vulnerability disclosure |
| Privacy / DPA | privacy@feedoracle.io | Data subject requests, DPA execution |
| Status page | uptime.feedoracle.io | Live availability |
| Dedicated channel | Provided during onboarding | Enterprise: Slack or Teams |
Enterprise Onboarding
| Step | Activity | Timeline |
|---|---|---|
| 1 | Kickoff call — Scope, use cases, integration | Week 1 |
| 2 | API credentials — Enterprise key provisioning | Week 1 |
| 3 | Integration support — Code examples, signature verification | Week 1–2 |
| 4 | DPA execution — Countersigned agreement | Week 1–2 |
| 5 | Dedicated channel — Slack/Teams setup | Week 1 |
| 6 | Go-live — Production readiness check | Week 2–3 |
Escalation Path
- Step 1: Reply to existing thread with “ESCALATE” in subject
- Step 2: Enterprise: contact named account engineer directly
- Step 3: Email enterprise@feedoracle.io with subject “ESCALATION”
What Support Does NOT Cover
- Custom development (available as professional services)
- Legal, compliance, or regulatory advice
- Interpretation of risk scores for specific filings
- Issues caused by customer-side infrastructure