Documentation Index
Fetch the complete documentation index at: https://docs.stardeck.ai/llms.txt
Use this file to discover all available pages before exploring further.
Your plan determines response times, coverage scope, and whether uptime guarantees apply.
Priority Levels
When you report an issue, it’s assigned a priority based on business impact:
| Level | Name | Definition | Examples |
|---|
| P1 | Critical | System completely down, data loss, active security incident, or payment processing broken | Site inaccessible to all users, database unreachable, login broken for all users, active data breach |
| P2 | High | Core feature non-functional, significant business impact, no acceptable workaround | Checkout flow broken, key dashboard not loading, critical form not submitting |
| P3 | Medium | Feature partially degraded, workaround available, limited business impact | Minor UI broken on one browser, intermittent error on a secondary feature |
| P4 | Low | Cosmetic issue, how-to question, or minor improvement request | Typo, alignment issue, informational question |
Priority is based on actual business impact. An issue affecting only one user is typically P3 or P4. If investigation reveals data loss or a security exposure, the issue is escalated immediately.
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.
| Priority | Starter | Growth | Scale | Enterprise |
|---|
| P1 Critical | No SLA | 8 business hrs | 4 business hrs | Custom (24/7 add-on) |
| P2 High | No SLA | 1 business day | 8 business hrs | Custom |
| P3 Medium | No SLA | 2 business days | 1 business day | Custom |
| P4 Low | No SLA | Best effort | 2 business days | Custom |
Workaround Targets
Workaround means functionality is restored, even if the root cause fix is still pending. These are soft targets — no credits are attached.
| Priority | Starter | Growth | Scale | Enterprise |
|---|
| P1 Critical | — | Best effort | 24 business hrs target | Custom |
| P2 High | — | Best effort | Best effort | Custom |
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.
Add-on: 24/7 Critical Coverage
Available for Scale and Enterprise plans. Extends P1 response to 24/7/365, including weekends and Thai public holidays. Dedicated after-hours escalation channel included. P2–P4 response and all resolution targets remain on business hours.
Uptime
| Plan | Uptime | Monitoring | Reporting |
|---|
| Starter | None | — | — |
| Growth | 99% monthly target | 24/7 automated | Monthly report + realtime dashboard |
| Scale | 99% monthly guaranteed | 24/7 automated | Weekly report + realtime dashboard |
| Enterprise | 99.9%+ custom | 24/7 with custom alerting | Custom cadence |
SLA Credits
SLA credits apply to Scale plans and are issued as platform credits (USD). Enterprise credits are custom-defined per order form.
| Breach | Credit |
|---|
| P1 response exceeds 4 business hrs | 10% of monthly plan value per incident |
| Uptime below 99% monthly | 25% of monthly plan value |
| Uptime below 97% monthly | 50% of monthly plan value |
Credits are applied as platform credits toward future usage. They are not issued as cash refunds or renewal discounts.
What’s 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.
| Type | Example |
|---|
| Feature doesn’t work as built | Submit button doesn’t send the form |
| Display broken on supported browsers | Layout broken on Chrome desktop |
| Data not saving or loading correctly | Records disappearing after save |
| Usability defect | Button unresponsive on mobile |
| Plan | Application Bug Coverage |
|---|
| Starter | Not covered |
| Growth | Covered — best-effort timeline |
| Scale | Covered — best-effort timeline + P1 workaround target |
| Enterprise | Covered — custom timeline |
Continuous warranty is void upon cancellation or downgrading below Growth — it does not resume if you re-upgrade.
Not covered
| Type | Example |
|---|
| Change requests | ”Move the button to the left” |
| New features | ”Add PDF export” (not in original scope) |
| Third-party outages | Payment gateway or external API down |
Agent-made changes
If changes made through the Stardeck agent 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.
Modifying code directly outside the Stardeck agent interface voids all support warranties. Using the agent itself does not void your warranty.
Support Channels
| Plan | Channel | Dedicated Contact |
|---|
| Starter | LINE OA, WhatsApp, or email | — |
| Growth | LINE, Slack, or email (your choice) | Account Executive |
| Scale | LINE, Slack, or email (your choice) | Account Manager |
| Enterprise | Custom | Technical Account Manager |
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.
[P1] Login page returning 500 error for all users
[P2] Checkout flow broken on mobile
[P3] Product image not loading on Safari
[P4] Typo on the about page
- Description of the issue
- Steps to reproduce (if applicable)
- Screenshot or screen recording
- Number of users affected
- Business impact
If you’re unsure of the priority, describe the business impact (how many users affected, what’s broken, whether there’s a workaround) and we’ll classify it for you.
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
| Situation | Typical Priority |
|---|
| All users affected | P1 or P2 |
| Payment or login broken | P1 |
| One user affected | P3 or P4 |
| Workaround exists | P3 |
| Security issue or SSL expired | P1 |
| Cosmetic issue or how-to question | P4 |
Questions about your support coverage? Contact us at support@stardeck.ai.
