Support policy
This public surface shows buyers the support boundary, severity model, and rollout escalation path.
Support boundary
OSuite treats support as the published boundary for rollout, billing, and trust follow-up, not only as a ticket inbox.
This page publishes the response model and escalation path. Contract deltas and vendor-specific exceptions still route through rollout and legal follow-up.
Critical
Same day
Runtime outage, proof export failure on an active buyer path, or approval boundary failure.
High
Next business day
Launch blockers, billing path blockers, or procurement-critical trust material gaps.
Standard
Planned follow-up
General rollout setup, how-to requests, and lower-risk control clarification.
Public path
Support → rollout → legal / procurement follow-up
Launch expectation
Buyers should find support, billing, and trust contacts in one pass.
Adjacent artifacts
Trust artifacts, DPA, subprocessors, and buyer answer packs stay one click away.