1. Support channels
- Email: [support@your-domain]
- Optional: shared Slack/Discord channel for enterprise customers.
2. Hours
Support hours: [e.g., Mon–Fri, 9am–5pm] in [timezone]. Define after-hours escalation if you offer it.
3. Severity
- Sev 1: Service unavailable or major security incident.
- Sev 2: Major feature degradation with workaround.
- Sev 3: Minor bug, UX issue, or configuration help.
4. Response targets (template)
- Sev 1: initial response within [1 hour].
- Sev 2: initial response within [4 hours].
- Sev 3: initial response within [1 business day].