Support Policy
This page defines SpoofSentry support hours, severity levels, initial response time targets, communication channels, and what is excluded. Response targets vary by plan.
Last updated: April 2026. Changes to this policy are communicated to affected customers 30 days in advance.
Support Hours
Communication Channels
Severity Levels & Response Targets
Initial response time is measured from when the support request is received during business hours (or 24/7 for Enterprise P1). These are targets, not contractual SLAs, unless a separate Enterprise agreement is in place.
P1 — Critical
Platform unavailable, data loss risk, or active security incident affecting production tenants.
P2 — High
Major feature degraded (e.g., enforcement simulation, DNS rollback, SIEM delivery), no workaround available.
P3 — Medium
Feature partially impaired with viable workaround, or non-blocking configuration issue.
P4 — Low
General questions, feature requests, documentation clarifications, or cosmetic issues.
Monitor (Free) Plan
The free Monitor plan includes community support only: public documentation, guides, and free tools. Dedicated support requests are not covered. Upgrade to a paid plan for priority email support with defined response targets.
Exclusions
- Issues caused by third-party DNS providers, registrars, or email platforms outside SpoofSentry control.
- Custom development, bespoke integrations, or consulting engagements (available separately).
- Abuse of the platform, including violation of acceptable use terms.
- Requests requiring access to infrastructure or systems not managed by SpoofSentry.
Enterprise Support Agreements
Enterprise customers can negotiate custom support agreements with contractual response time commitments, dedicated account management, and tailored escalation paths. Contact [email protected] to discuss.