Support SLA

Support response targets for TrustRFP AI customers.

Support is routed through [email protected]. Enterprise private offers may include custom SLA terms.

Plan	Response target	Channels	Availability
Starter	2 business days	Email support	Business hours
Pro	1 business day	Email support, onboarding guidance	Business hours
Business	8 business hours	Priority email, security review support	Business hours
Enterprise	Custom SLA	Named support path, private offer support, escalation	Contract-defined

Severity

Incident and request severity levels.

Severity 1

Production unavailable or severe security incident

Immediate escalation path for Enterprise customers

Severity 2

Major workflow degraded or marketplace activation blocked

Priority support based on plan

Severity 3

Non-blocking product issue, configuration question, or billing request

Standard support queue

Severity 4

General question, documentation request, or feature feedback

Best-effort response

Contacts