# Entea support and service-level definitions

Last updated: 18 September 2026  
Status: Pre-release pilot targets; no contractual SLA is active

## Support channels

- Public intake: https://entea.in/support
- General email: connect@entea.in
- Live observations: https://entea.in/status

The support form is available without signing in. Do not include passwords, tokens, private keys, or customer data.

## Severity definitions and pilot targets

The following are operating targets for application pilots, not uptime commitments or guaranteed contractual response times.

| Severity | Definition | Initial-response target |
| --- | --- | --- |
| P1 Critical | Production unavailable, confirmed security incident, destructive data loss, or cross-tenant access with no workaround | 4 clock hours |
| P2 High | Major production function unavailable or security control materially degraded; workaround is limited | 1 business day |
| P3 Normal | Partial degradation, build or deployment failure, billing issue, or non-critical defect with a workaround | 2 business days |
| P4 Guidance | Product question, configuration help, feature request, or documentation issue | 3 business days |

Business hours are Monday through Friday, 09:00–18:00 India Standard Time, excluding applicable public holidays. P1 targets use clock hours; other targets use business days.

## Current SLA status

- Contractual uptime: not yet offered publicly.
- Service credits: not yet offered publicly.
- Recovery-time and recovery-point commitments: defined per pilot or customer agreement.
- Dedicated support and escalation contacts: defined per pilot or customer agreement.
- Maintenance window and notice period: not yet contractually standardized.

## Customer responsibilities

Customers must maintain authorized cloud and provider accounts, protect their credentials, keep current support contacts, report incidents promptly, and provide enough non-sensitive information to reproduce the issue. Availability failures inside customer-managed clouds, connected providers, or customer code are outside an Entea control-plane availability measurement unless an agreement says otherwise.

## Escalation

If a report may involve unauthorized access, credential exposure, or a material data incident, use the subject “Security report” and identify the affected organization and observable impact. Entea will respond under the incident-response process.