> ## 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.

# Support & SLA

> Response times, uptime guarantees, and what's covered under each plan

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                                                        |

<Info>
  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.
</Info>

## 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 accumulate but are capped at 50% of annual plan value. To claim a credit, submit a request through your support channel.

<Note>
  Credits are applied as platform credits toward future usage. They are not issued as cash refunds or renewal discounts.
</Note>

## 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.

| 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       |

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.

| Plan       | Application Bug Coverage                              |
| ---------- | ----------------------------------------------------- |
| Starter    | Not covered                                           |
| Growth     | Covered — best-effort timeline                        |
| Scale      | Covered — best-effort timeline + P1 workaround target |
| Enterprise | Covered — custom timeline                             |

<Warning>
  Continuous warranty is void upon cancellation or downgrading below Growth — it does not resume if you re-upgrade.
</Warning>

### 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 Developer 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.

<Warning>
  Modifying code directly outside the Developer Agent interface voids all support warranties. Using the agent itself does **not** void your warranty.
</Warning>

## 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
```

Every report should include:

* 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.

<Info>
  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.
</Info>

## 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](mailto:support@stardeck.ai).*