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Operations and support, matched in the contract.
Severity classes, response and resolution targets, escalation chain, change-management posture, business-continuity commitments, and design-partner exhibits. Each section below is mirrored in the MSA or its addenda.
Channels
Each channel is tagged with the highest severity it accepts and the customer tier it's available to. Email channels are available to all customers; shared channels are reserved for paid and design-partner tiers.
Support email
All customersUp to P1First-touch from a human, not an autoresponder. Cases land directly in the same Cases UI we use ourselves.
Hours: Mon–Fri 09:00–18:00 ET (4hr SLA outside hours for P1/P2)
Security incident reports
All customersUp to P1Used for VDP submissions and any suspected breach. Acknowledgment within 1 business day; safe-harbor per RFC 9116.
Hours: 24×7 paging — wakes the on-call engineer
Privacy / DPO requests
All customersUp to P2Data-subject access requests, deletion, sub-processor questions. Routed to Judith Kazmerchuk (CDO), DPO — judith@factorylabs.ai.
Hours: Mon–Fri (GDPR Art. 33 escalates to 24×7 if confirmed)
Slack Connect / Teams Connect
EnterpriseUp to P1Two-way channel into our engineering room. P1 paging routes through this channel — a `@here P1` post wakes the on-call engineer. We answer in minutes during business hours.
Hours: 24×7 paging, business-hours conversational
Public status page
All customersUp to P1Live dependency health (Factory Labs, Vercel, Neon, Entra SSO, SX Gateway). Subscribe via RSS or email digest.
Hours: 24×7 — incidents posted within the response SLA