Support SLA + Escalation Matrix.

P0 — Critical: ShieldMind dashboard or API is wholly inaccessible to a Customer, OR agent enrollment is failing fleet-wide, OR a confirmed data-exposure incident is in progress. Production is down.

P1 — High: Major functionality is degraded for a Customer — e.g. SIEM forwarding has stopped, a critical detector class is silently failing, audit-log export is failing — but workarounds exist or impact is limited.

P2 — Medium: A non-critical feature is broken or behaving incorrectly, with no immediate operational impact. UI defects, single-tenant-affecting bugs, integration with a non-critical third-party service is misbehaving.

P3 — Low: Cosmetic issues, documentation gaps, feature requests, questions about behavior that are not blocking.

P0: First human response within 30 minutes (24×7×365). Status updates every hour. Target resolution: 4 hours. Post-incident review published within 7 business days.

P1: First human response within 4 business hours (24×5 — Monday 00:00 UTC to Friday 24:00 UTC). Status updates every 4 hours. Target resolution: 1 business day.

P2: First human response within 1 business day. Target resolution: 5 business days.

P3: First human response within 3 business days. Resolution included in next planned release cycle.

'First human response' means a substantive reply from a ShieldMind engineer who has read the ticket — not an auto-acknowledgment.

P0 — Critical: Email bd@dtrasglobal.com AND post in the shared Slack Connect channel (if subscribed). Email triggers PagerDuty rotation; expect a callback within 15 minutes.

P1 / P2 / P3: Email bd@dtrasglobal.com, or use the in-dashboard 'Help' button (top-right of /dashboard).

Status page: status.theshieldmind.com — subscribed customers are notified by email of all incidents we open.

Tier 1 — Support Engineer (handles ticket on receipt).

Tier 2 — Senior Engineer (escalates after 1 hour for P0, 1 business day for P1, 3 business days for P2).

Tier 3 — Engineering Lead (escalates after 4 hours for P0, 3 business days for P1).

Tier 4 — CTO (escalates after 8 hours for P0, or at Customer's explicit request for any unresolved P0/P1).

Tier 5 — CEO (escalates after 24 hours for any unresolved P0).

Customer can request escalation at any time by replying to the ticket with 'Please escalate' and a sentence on why; we will not push back on requested escalations.

ShieldMind targets 99.9% monthly uptime measured against the API and dashboard availability. Scheduled maintenance windows (announced ≥ 72 hours in advance) are excluded.

If monthly uptime falls below 99.9% in a given calendar month, Enterprise-tier Customer receives a service credit of 10% of the monthly subscription fee.

Below 99.0% — 25% credit. Below 95.0% — 50% credit. Service credits are the sole and exclusive remedy for SLA failure.

Credits apply to the next billing cycle and require Customer to submit a credit request within 30 days of the affected month. The current month's uptime is published at status.theshieldmind.com.

Issues caused by Customer's own infrastructure, configuration, or third-party services not provided by ShieldMind.

Issues caused by Customer's failure to apply ShieldMind agent updates within 30 days of release.

Force majeure events (defined in the MSA): regional internet outages, ISP failures, governmental orders, natural disasters, war, civil unrest.

Beta or preview features, which are provided on an as-is basis until generally available.

Issues arising from Customer's misuse of the platform, including circumvention of usage limits or any of the prohibited uses listed in the MSA.

Free Trial — Email support, business-hours response (4 business hours).

Starter — Email support, 24-hour response.

Pro — Email + in-app chat, 4-business-hour response, shared Slack Connect channel on request.

Enterprise — Email + chat + Slack Connect + dedicated phone line. Named Customer Success Manager. Quarterly business reviews. P0 callback within 15 minutes.

Support is provided in English. We are happy to use machine translation for tickets opened in other languages, but the authoritative response will be in English.