Priority Levels
When you report an issue, it’s assigned a priority based on business impact:Priority is based on actual business impact. An issue affecting only one user is typically P2 or
P3. If investigation reveals data loss or a security exposure, the issue is escalated immediately.
urgent / high / normal / low) — that one is workflow ordering for operators and carries no SLA meaning.
Stardeck maps the business impact you describe to the applicable P0–P3 severity.
A ticket’s displayed target resolution date (derived from simple/complex triage) is a planning target and estimate — not a hard resolution guarantee. Resolution Times remain authoritative.
Response Times
Response means Stardeck acknowledges the issue, confirms receipt, and begins triage. Business hours are Mon–Fri, 9:00–18:00 ICT (UTC+7), excluding Thai public holidays.With an Adaptive retainer
An Adaptive plan sits on top of your software tier and replaces the response times above. Note the P0 clock is in elapsed hours, not business hours.
P3 is the difference people notice first: on a software tier alone, “how do I…” questions
are best effort. With an Adaptive retainer they’re in scope and answered, within the
IT-team scope described in Adaptive plans.
Outside business hours, Adaptive 24/7 covers P0 only. P1–P3 and every workaround and
resolution clock stay on business hours on every plan, Adaptive included.
Workaround Targets
Workaround means functionality is restored, even if the root cause fix is still pending. These are soft targets — no credits are attached.
With an Adaptive retainer the P0 workaround target is 24 business hours; on Adaptive 24/7
the same 24-hour target runs on an any-hour clock.
Resolution Times
Best effort across all tiers. No hard resolution guarantees on standard plans. Enterprise customers can negotiate custom resolution commitments in their order form. An Adaptive retainer doesn’t turn “best effort” into a guarantee — it puts your work in a priority queue ahead of unretained work.24/7 critical coverage
Round-the-clock P0 response comes from the Adaptive 24/7 retainer: P0 response any hour of any day, including weekends and Thai public holidays, with a dedicated after-hours escalation line. P1–P3 response and every resolution target stay on business hours.Uptime
SLA Credits
SLA credits apply to Scale plans and are issued as platform credits (USD). Enterprise credits are custom-defined per order form.
Credits accumulate but are capped at 50% of annual plan value. To claim a credit, submit a request through your support channel.
Outages caused by a third party — a payment gateway, an external API, an upstream provider —
are acknowledged on your normal response SLA but are excluded from breach calculations and
carry no credits.
Credits are applied as platform credits toward future usage. They are not issued as cash refunds
or renewal discounts.
What’s Covered
Platform bugs (always covered)
Issues with the Stardeck platform itself are covered on every plan, including Starter.Application bugs
An application bug is an issue where the application behaves differently from the written delivery specification at the time of feature acceptance. Issues caused by browser updates, third-party API changes, OS upgrades, or changes in customer requirements are not bugs and are handled as new scope.
Application bug coverage is available on Growth and above. Features built while on a qualifying plan are covered indefinitely — upgrading from Starter does not retroactively cover bugs in features built on Starter. Project clients within their 30-day post-launch warranty are covered regardless of tier.
Not covered
Change requests are covered if you hold an Adaptive plan — a separate monthly retainer that includes ongoing configuration changes and shortens P0 response to 4 hours.
Agent-made changes
If changes made through Starcat Developer cause a previously working feature to break:- We investigate the issue and attempt to understand what went wrong.
- Rollback is always available at no charge — we restore your app to its last working state before the agent change.
- No warranty applies to agent-made changes. If you want to keep agent changes while restoring original functionality, that’s treated as new work.
Support Channels
An Adaptive plan upgrades the escalation path on top of whichever tier
you hold: a priority path on Adaptive, a named contact on Adaptive Pro, and a named contact
plus a 24/7 P0 line on Adaptive 24/7.
Organizations with the Tickets pilot enabled can also file and follow up from Tickets in the organization dashboard. This channel is not available to every organization — it appears only when the feature is turned on for your org. Existing plan channels above remain available.
How to Get the Fastest Response
Including a priority tag in your subject line or first message helps us route your issue immediately. Without a tag, we’ll classify based on the business impact you describe — this adds time, especially outside business hours.- Description of the issue
- Steps to reproduce (if applicable)
- Screenshot or screen recording
- Number of users affected
- Business impact
We may adjust the priority level if our assessment differs from yours, based on the definitions
above. We’ll always tell you why if we do.
Quick Reference
Questions about your support coverage? Contact us at support@stardeck.ai.