Support Policy Base

Owner	Flowdence Support and Product
Applies to app	All Flowdence Marketplace cloud apps
Review cadence	Quarterly and before listing updates
Status	Baseline policy with placeholders

Support channels

• Primary support contact: support@flowdence.io or Flowdence Support Portal
• Escalation contact: support@flowdence.io

Coverage

• Standard support window: Australia/Melbourne (AEST/AEDT, UTC+10/UTC+11), 8x5 business hours
• Coverage model: 8x5 unless app policy declares otherwise.

Severity model and response targets

Severity	Definition	Initial response target	Update cadence
Sev 1	Service outage or active security incident	within 8 business hours	every 4 business hours until stabilization, then daily
Sev 2	Major degradation with significant impact	within 8 business hours	daily until resolution
Sev 3	Partial degradation or workaround available	within 8 business hours	every 2 business days
Sev 4	Informational request or minor issue	within 8 business hours	weekly or at closure

Resolution target

• Target resolution window: within 5 business days where feasible.
• If full resolution requires longer, provide mitigation/workaround and a revised ETA.

Ticket intake requirements

• Site URL and product context.
• Timestamp with timezone.
• Reproduction steps.
• Screenshots or logs without sensitive data.

Escalation

Support escalates to engineering and security according to app-specific runbooks.