Contact
Use the Support section in the authenticated cabinet for account-scoped requests. If the cabinet is unavailable, email m.golov@dodvir.com from the account address. Do not send passwords, license keys, private keys, model-provider secrets, or unredacted production datasets.
Severity and response targets
- SEV-1: public service unavailable, active compromise, or widespread license outage — acknowledge within 30 minutes, continuous response, updates at least hourly.
- SEV-2: material degradation without a safe workaround — acknowledge within 4 business hours, daily updates.
- SEV-3: limited defect or documentation issue — acknowledge within 2 business days and prioritize in the normal queue.
Service objectives
- Monthly public API and cabinet availability target: 99.9%, excluding announced maintenance and customer-controlled dependencies.
- Backup recovery point objective: 24 hours. Full service recovery time objective: 4 hours after a declared recoverable incident.
- Operational monitoring target: run readiness and synthetic checks at least once in each five-minute window. Error-budget exhaustion is a release-freeze target for non-remediation changes until review.