V1 Support Policy
| Attribute | V1 Stance |
|---|---|
| Support model | Best effort |
| SLA | None |
| On-call | None |
| Escalation | Email + Slack |
| Status page | Required (not yet published) |
| Ticketing | Lightweight required (not yet proven) |
Support Channels
| Channel | Address | Availability |
|---|---|---|
| support@zen-mesh.io | Best-effort during business hours | |
| Slack | Community Slack (#support) | Best-effort |
| Community Slack | zenmeshinc.slack.com | Best-effort |
What V1 Support Covers
- Account setup and login issues
- Installation troubleshooting
- Webhook configuration guidance
- Bug reports and feature requests
- Documentation clarification
What V1 Support Does NOT Cover
- SLA response times
- 24/7 on-call escalation
- Production outage remediation
- Custom integration development
- Compliance auditing (PCI/HIPAA/SOC2)
- Business continuity guarantees