Support SLA and Escalation Policy

Severity 1: checkout, login, owner portal, billing, or paid-trial handoff is unavailable or materially wrong for production customers.

Severity 2: a major workflow is degraded, delayed, or failing for a subset of customers; manual workaround may exist.

Severity 3: non-critical product issue, reporting delay, cosmetic issue, setup question, or single-customer request.

Severity 1: initial human triage target is one business hour, with direct escalation to the incident owner.

Severity 2: initial human triage target is one business day.

Severity 3: initial human triage target is two business days.

Targets are support-response goals, not guaranteed restoration times or service credits.

Support requests that mention checkout failure, duplicate charge, login lockout, data exposure, billing mismatch, or integration outage are escalated as operational incidents.

Support may request the studio name, affected offer, buyer email, Stripe session, timestamp, screenshot, and reproduction steps.