Support
Stated targets, and what sits behind them.
Routeser defines how requests are classified, escalated, owned, and communicated, with published response targets per plan and severity. Routeser is a small team: coverage is staffed business hours, not 24/7, and these are operational targets, not a contractual SLA.
Contact
Support channel and coverage
Email: support@routeser.com. Include your organization, environment, affected region, UTC start time, job or request identifiers, business impact, and safe reproduction details. Never send API keys, raw documents, or extracted sensitive values.
Staffed hours: Monday to Friday, 10:00-18:00, excluding public holidays. Timezone coverage: Asia/Kolkata (IST, UTC+05:30). No 24/7 coverage is claimed.
Classification
Severity definitions
Severity follows current production impact, not customer plan. Routeser may raise or lower it as facts change.
A production outage or security-sensitive incident causing broad, ongoing customer impact with no reasonable workaround.
Examples: The public API is unavailable for multiple customers; A confirmed cross-tenant data exposure is in progress.
Major production functionality is materially impaired for one or more customers, but impact is contained or a workaround exists.
Examples: Extraction jobs are persistently failing in one production region; Signed terminal webhooks are not being delivered.
A product or integration problem has limited production impact and does not stop a critical workflow.
Examples: An SDK integration returns an unexpected validation error; A non-critical console workflow is degraded.
A general question, feature request, documentation issue, or other request with no current production impact.
Examples: A request for schema-design guidance; A documentation clarification or feature suggestion.
Targets
Response targets by plan and severity
Targets are business hours inside the staffed window below, measured from receipt of a correctly classified request. Lower-impact severities are answered on a best-effort basis rather than against a clock. Tighter targets, and any contractual service level, are agreed individually under a custom agreement.
| Plan | S1 | S2 | S3 | S4 |
|---|---|---|---|---|
| Free | Best effort | Best effort | Best effort | Best effort |
| Basic | 8 business hours | 16 business hours | Best effort | Best effort |
| Pro | 4 business hours | 8 business hours | 16 business hours | Best effort |
| Enterprise | 4 business hours | 8 business hours | 16 business hours | Best effort |
Escalation
Role-owned escalation path
- Support Lead: Validate scope and severity, open the support or incident record, and assign the service owner.
- Platform Operations Lead: Coordinate technical diagnosis and recovery for S1 and S2 service incidents.
- Security Incident Commander: Take command when customer data, tenant isolation, credentials, or another security boundary may be affected.
- Executive Sponsor: Own exceptional business decisions and unresolved S1 escalation.
Enterprise onboarding
One accountable role
The Enterprise Onboarding Lead owns the onboarding plan, coordinates product and platform specialists, records open decisions, and hands the account to the ongoing support owner.
Onboarding scope, milestones, meeting cadence, and completion criteria are agreed for each engagement; no standard timeline is currently committed.
Customer incidents
How customers receive incident updates
Public service-impact updates are posted at service status. Routeser sends direct email to known affected customer contacts when affected contacts can be identified.
Updates distinguish confirmed facts from investigation, name affected components and regions, use UTC timestamps, state customer action, and give the next update time. Initial update: within 4 business hours of confirmation. Cadence: at least once per business day while unresolved. Planned maintenance is announced at least 72 hours ahead.
FAQ
Frequently asked questions
Are the listed response targets contractual?
No. They are operational targets Routeser publishes and works to, not a contractual service level. A contractual SLA is agreed individually and only exists where an executed agreement says so.
Is support staffed 24/7?
No. Routeser is a small team and claims no 24/7 coverage. Support is staffed Monday to Friday, 10:00-18:00, excluding public holidays (Asia/Kolkata (IST, UTC+05:30)), and every target is expressed in business hours inside that window.
Who owns enterprise onboarding?
The Enterprise Onboarding Lead is the accountable role, with specialists engaged as the onboarding plan requires.
Next step
Open a support request
Send impact, timing, region, and safe identifiers so the request can be classified and routed.