Technical Support
This page describes how to reach AlertD support, the support tier available to customers, and the Service Level Agreement (SLA) response targets that apply to each request severity.
How to Get Support
AlertD support is delivered over email. There is no separate help desk portal or ticketing system to log into — you contact the team directly and a person responds.
- Support email: support@alertd.ai
- What to include: your stack name, AWS region, the
AlertDApplicationURL, a description of the problem, and any relevant log output (see Monitoring and Maintaining AlertD).
For production-impacting incidents, put CRITICAL at the start of the subject line so the request is routed for priority handling outside normal business hours.
Support Tiers
AlertD includes a single support tier for all customers — there are no separately priced support plans.
| Tier | Who it’s for | Channel | Cost |
|---|---|---|---|
| Business Support | All AlertD customers and design partners | Email (support@alertd.ai) | Included — no additional charge |
Business Support covers deployment assistance, configuration questions, troubleshooting, and incident response, subject to the SLA targets below.
Support Hours
| Standard hours | 9:00 AM – 5:00 PM Pacific Time (US), Monday–Friday, excluding public holidays |
| Critical / production-down requests | Handled with priority, including outside standard business hours |
All non-critical requests are answered during standard business hours. Critical requests — where AlertD is down or production monitoring is impaired — are handled as a priority and are not limited to the standard hours window.
Service Level Agreement (SLA) — Target Response Times
The following targets describe the initial response time for a request, measured from when AlertD receives it. They reflect when you can expect a human reply acknowledging and beginning work on the issue, not a guaranteed time to full resolution.
| Severity | Definition | Coverage | Target Initial Response |
|---|---|---|---|
| Critical | AlertD is down or production monitoring is impaired; no workaround available | 24/7, including outside business hours | Within 12 hours |
| High | Major functionality degraded or significantly impaired; a workaround may exist | Business hours | Within 1 business day |
| Normal | General questions, configuration help, non-blocking issues, feature requests | Business hours | Within 2 business days |
To request priority handling for a Critical issue, prefix your email subject with CRITICAL. For all other requests, email support@alertd.ai during business hours.