1. Coverage Windows
- Standard support. Monday–Friday, 8:00–20:00 GMT via Intercom and email.
- Managed pods & enterprise. 24/5 coverage plus limited weekend monitoring for P1 incidents.
- Launch sprints. Daily standups with product specialists during the agreed build window.
2. Target Response Times
We triage tickets by severity:
- P1 — Production outage or critical data loss. Response within 1 hour, updates every 2 hours until resolved.
- P2 — Material degradation or workflow blocker. Response within 4 business hours, workaround within 1 business day.
- P3 — Standard request or “how-to.” Response within 1 business day.
- P4 — Enhancements/roadmap ideas. Reviewed within 5 business days and slotted into product planning.
3. Escalation Path
- Submit a ticket or ping your shared Slack/Intercom channel.
- Ops specialist acknowledges and triages severity.
- Escalate to engineering or design pods if action required.
- Incident lead coordinates updates until resolution and RCA delivery.
4. Maintenance & Change Windows
Planned maintenance occurs Tuesdays or Thursdays between 20:00–23:00 GMT and is announced at least 48 hours in advance. Emergency patches are deployed as needed, with notice sent immediately after deployment.
5. Customer Responsibilities
- Provide accurate contact information and escalation channels.
- Grant timely access to briefs, analytics accounts, or integration credentials needed for troubleshooting.
- Maintain backup copies of creative assets uploaded to Bouncebeam.
- Notify Bouncebeam of anticipated traffic spikes at least 24 hours ahead when feasible.
6. Contact Channels
- Email: yigittabel@bouncebeam.co
- Slack Connect or shared channel for managed pods.
- We currently provide support via email and shared channels rather than phone hotlines.