Verdant Relay

Support

Support that behaves like an engineering practice

Clear severities, honest response windows, and engineers — not a ticket queue. This page explains exactly how support works and what we need from you to move quickly.

Severity definitions and response windows

Every request gets one of three severities. We define them here so there are no surprises in either direction — and we will tell you honestly if we think a severity should change.

Critical

First response within 1 hour, 24×7

Production is down or a payments, clinical, or dispatch flow is failing for users. No workaround exists and business impact is active now.

Typical examples: Cluster unreachable, data loss suspected, production deploy failed with no rollback path, security exposure being exploited.

High

First response within 4 business hours

A service is degraded, or a significant failure is imminent. A partial workaround exists but carries real risk or cost.

Typical examples: Error rates elevated above SLO, environment provisioning broken, alerts firing continuously, one availability zone unhealthy.

Normal

First response within 1 business day

Questions, feature requests, configuration changes, and issues with workable workarounds and limited immediate impact.

Typical examples: How-to questions, roadmap input, non-urgent cost reviews, documentation gaps, planned migrations.

Service hours

Normal and High severity requests are handled Monday–Friday, 9:00 AM – 6:00 PM ET, excluding U.S. federal holidays. Critical severity support is available 24×7 for clients on a managed platform improvement engagement; other engagements can add 24×7 Critical coverage at any time.

Escalation guidance

If a Critical request has no response within its window, or a High issue is escalating toward production impact, reply to your request thread marked ESCALATE or call +16814999563. Escalations route directly to the delivery lead for your engagement, then to Maya Bennett (Platform Strategy) if unresolved within two hours.

What to include

  • Which service or environment is affected, and since when
  • What changed recently: deploys, config changes, dependency updates, traffic shifts
  • Current impact: who is affected, and is there a workaround
  • Relevant links: dashboards, traces, log excerpts, incident channel
  • Your severity assessment and the business context behind it

Submit a support request

Use this form for all severities. Fields marked with are required. For Critical issues, also call +16814999563 so an engineer is engaged immediately.