Support and SLA
How to reach IForevents support, what to expect, and how urgent issues escalate
Channels
| Need | Contact |
|---|---|
| Product questions, bugs, billing | [email protected] |
| Security vulnerabilities | [email protected] (see the security page) |
| Privacy and data subject requests | [email protected] |
| Service health | status.iforevents.com (incidents and maintenance are posted there first) |
Write from the address of your IForevents account so we can find your organization; include the project name, what you expected, what happened, and timestamps in UTC when an event or a request is involved. Never send API secrets or session tokens; rotate them from the dashboard if they were exposed.
Response times
| Severity | Examples | First response | Hours |
|---|---|---|---|
| Critical | ingest failing, dashboard down, data loss, security incident | within 24 hours, any day | 24/7 on-call |
| High | a feature unusable for your organization, billing error, quota misapplied | next business day | Monday to Friday |
| Normal | questions, how-to, feature requests, cosmetic bugs | within two business days | Monday to Friday |
Business days follow the operator's calendar (UTC-5). We reply within these windows and then keep you updated at least once per business day until the issue is resolved; resolution times depend on the problem, and Enterprise agreements carry their own targets.
Escalation
Put URGENT at the start of the subject for critical issues, or, for a suspected security incident, write to [email protected] as well. Outages affecting more than one organization are handled as incidents: the status page carries the updates and you do not need to open a ticket to be informed.
What we do not cover
Custom development, SDK integration in your codebase beyond the documented examples, and third-party services (payment provider account issues, your own hosting). We point you to the right documentation or partner instead.