Customer Support
Our team provides support for incidents, account operations, and product usage requests.
Support Channels
Primary channel: support@shfa.ai.
Include your tenant name, issue summary, severity, and any screenshots or timestamps to speed up triage.
Support Scope
- Platform incidents and availability issues.
- Authentication, access, and account support.
- Feature behavior and workflow guidance.
- Integration and synchronization troubleshooting.
Response Expectations (SLA Targets)
| Severity | Example | Target Initial Response | Update Cadence |
|---|---|---|---|
| P1 - Critical | Production outage or severe service disruption | Within 1 hour | Every 1-2 hours |
| P2 - High | Major feature degradation | Within 4 business hours | At least daily |
| P3 - Standard | General support and configuration questions | Within 1 business day | As needed |
Escalation Path
- Support reviews and prioritizes incoming requests.
- Critical incidents are escalated to on-call engineering immediately.
- Ongoing updates are shared through support responses and the public status page.
- After resolution, remediation and prevention actions are tracked internally.
Support Coverage
Standard support coverage is Monday-Friday, excluding local holidays. Critical incidents are prioritized outside standard support hours.
Audit Evidence Statement
This page documents our public support channel and responsiveness expectations as audit evidence for customer support process effectiveness.