Support plan
Cerynix is in private preview. What follows are the support channel, hours and response targets we actually operate to today — stated honestly, as a solo-operator team, not as a contractual service-level agreement. A formal, contractual SLA (availability commitment, service credits) will accompany general availability of the managed service; until then, treat every time below as best-effort.
How to reach us
One channel, today: email support@cerynix.com, or use the contact form — both reach the same inbox. There is no phone line and no chat widget on this portal; we would rather answer email carefully than staff a channel we can't cover properly at this stage.
Hours
Business hours: Monday–Friday, 09:00–17:00 EET (Riga time), excluding Latvian public holidays. There is no 24/7 on-call at this stage. A message sent outside these hours is read as soon as the next business day starts; genuinely urgent issues can still be emailed at any time, but expect a best-effort — not guaranteed — response until hours resume.
Severity levels & response targets
These are targets for time to first human response, during business hours — not time to resolution, and not a guarantee.
| Severity | Definition | Target first response |
|---|---|---|
| S1 — Outage | Service down or unusable for all users; no workaround | Within 1 business day (target) |
| S2 — Degraded | A major feature is broken or significantly impaired; a workaround may exist | Within 2 business days (target) |
| S3 — Question | Minor issue, cosmetic defect, or a general question | Within 5 business days (target) |
What to include in a report
The fastest path to a useful first response includes:
- Deployment mode — self-hosted (on-prem) or managed — and, for self-hosted, whether it's a pilot or production instance.
- Version — from Settings → About, the application footer, or
GET /version. - Severity you believe applies (S1/S2/S3 above), and why.
- Steps to reproduce, what you expected, and what actually happened.
- Timestamps (with timezone) of when the issue occurred.
- Relevant logs, screenshots, or the audit-log entry (Audit log) if you have them.
- Whether you suspect data loss or a security issue — see escalation below; these get routed differently.
Escalation & security reports
For an S1 outage, say so in the subject line — it gets read first. There is currently a single vendor contact rather than a formal escalation ladder; if a report needs to go further, we will loop in the right person and keep you posted.
Suspected security vulnerabilities are not a support ticket. Report them privately following the responsible-disclosure process — do not include exploit details in a normal support email or a public issue.
Scope
This plan covers product support during private preview — helping you run Cerynix as documented. It does not cover custom integration development, bespoke professional services, or guaranteed uptime; if you need any of those, say so in your message and we'll scope it with you directly. See also the install guide, the upgrade and disaster-recovery runbooks for self-service answers that don't require waiting on a reply at all.