Real people, defined response times.
No ticket black holes. Here's exactly how to reach us, what to expect by plan, and the SLAs we commit to in writing on Enterprise.
What support looks like on each plan.
Community
- Docs and the Community edition
- Email, best-effort
- No response-time guarantee
- Email support
- Best-effort response, business hours
- Bug reports and feature requests
Priority email
- Priority email support
- Business hours, your primary region
- Help with setup, upgrades and integration
Priority email
- Priority email support
- Business hours, your primary region
- Help with setup, upgrades and integration
Named contact
- Named contact
- Published response targets
- Help with setup, upgrades and integration
Named contact + SLA
- Named contact and shared Slack channel
- Severity-based SLAs, 24×7 for Sev 1
- Managed-cloud uptime commitment in your order form or MSA
- We join your security and architecture reviews
Response targets, by severity.
Target first-response times for Enterprise. The exact figures are confirmed in your order form or MSA and can be tuned to your risk requirements.
Swipe to see all columns →
| Severity | Definition | Response target | Coverage |
|---|---|---|---|
| Sev 1 — Critical | Production down or a confirmed security incident. | 1 hour | 24×7 |
| Sev 2 — Major | Major feature degraded, no reasonable workaround. | 4 business hours | Business hours |
| Sev 3 — Minor | Minor issue, question, or a workaround exists. | 1 business day | Business hours |
| Sev 4 — Request | Feature request or general guidance. | 2 business days | Business hours |
Uptime & status.
Our managed cloud targets 99.9% monthly availability for Enterprise, with service credits defined in your agreement. Self-host availability is yours to operate — the stack is a standard Next.js app and Postgres.
We post incidents and maintenance windows and notify affected customers directly. Subscribe by emailing support@runback.dev.
Report vulnerabilities to security@runback.dev — see the security page for our disclosure terms.
Running it yourself? The setup guide on how it works and the repo docs cover deployment; Pro & Enterprise add hands-on help.
Need a hand, or a signed SLA?
Email support for help today, or talk to us about an Enterprise agreement with named support.