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.
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.
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| 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 |
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.
Email support for help today, or talk to us about an Enterprise agreement with named support.