Support Policy & Service Level Agreement (Response Targets)

Service Velocity · Kraken Services LLC, d/b/a Service Velocity Version: 1.0-draft Effective date: Upon publication (target: November 1, 2026) Incorporated into: Cloud Service Agreement and Order Form

This Support Policy describes how Customer receives technical support for the Service Velocity platform. Response targets below are service-level objectives for support tickets — they are not guarantees of platform uptime unless a separate uptime SLA is executed in writing.

Internal companion: support-coverage-plan.md

Outside business hours: Best-effort only until 24/7 support is offered. Production-down incidents may engage Provider engineering on-call for platform restoration — this is an internal operational practice, not a contracted uptime commitment unless separately agreed.

In scope:

• Access issues, authentication problems, and account administration
• Defects in Provider-controlled software (web, API, mobile apps)
• Configuration guidance for standard product features
• Billing and subscription questions
• Data import assistance (reasonable effort; complex migrations may require professional services)

Out of scope:

• Third-party integrations not supported by Provider
• Customer network, device, or browser issues outside Provider control
• Custom code, unauthorized modifications, or use in violation of the Acceptable Use Policy
• Training beyond published documentation and onboarding materials
• On-site support

Customer should label tickets with accurate priority. Provider may reclassify obviously mislabeled tickets.

Definitions:

• First response — acknowledgment with ticket ID and initial triage, not necessarily resolution
• Mitigation — restore Service or provide workaround that restores material functionality
• Resolution — fix deployed, question answered, or documented workaround accepted

Standard plans: Provider does not publish a minimum monthly uptime percentage at V1.

Provider monitors availability internally and publishes status at https://servicevelocity.ai/status.

Enterprise / negotiated deals may include a separate uptime SLA with service credits — not part of this standard policy.

To receive timely support, Customer will:

• Designate at least one technical contact with admin access
• Provide sufficient detail to reproduce issues (screenshots, timestamps, user IDs, steps)
• Maintain supported browser/OS versions per documentation
• Apply security patches on Customer-managed devices

If Customer believes a ticket is not progressing per this Policy:

1. Reply to the ticket with "ESCALATION" and business impact summary 2. Escalation routes to Customer Success lead, then engineering leadership for P0/P1 defects

No financial service credits apply under this standard Support Policy. Credits, if any, require a separate executed uptime SLA.

Response targets are suspended during events outside Provider's reasonable control, including: force majeure, internet or carrier outages, third-party cloud provider regional failures, DDoS attacks, or Customer-caused configuration errors.

Provider may update this Policy with 30 days' notice to account administrators. Material reductions to response targets will not apply mid-subscription term without Customer consent.

Support: support@servicevelocity.ai Billing: billing@servicevelocity.ai Status page: https://servicevelocity.ai/status

*Draft for counsel review — align with staffing plan #1198 before publication.*