Version: 1.0
Effective date: August 18, 2025
Primary timezone: America/New_York (ET)
Contacts: support@hyvery.com · 1‑833‑HYVERY‑0 · In‑product Help → “Contact Support”
Related: Service Level Agreement (SLA), Incident Response Plan, Security/Trust Page, Status Page
This Support Policy summarizes how to reach Hyvery Support, hours of coverage, severity definitions, targets, and escalation. In the event of any conflict, the SLA governs.
Support Portal (preferred): Submit/track tickets via the in‑product Help menu (creates a case ID).
Email: support@hyvery.com (auto‑creates a ticket).
Phone (Sev‑1 emergencies): 1‑833‑HYVERY‑0 → option 1 for Critical Incident Bridge.
Status & incidents: (link) status.hyvery.com (subscribe for updates).
Security incidents: security@hyvery.com (see VDP for coordinated disclosure).
Authorized Contacts
Each Customer designates up to 5 named contacts to open Sev‑1/Sev‑2 cases and receive incident notifications. Request changes via the portal.
Standard Business Support: Mon–Fri, 9:00–18:00 ET, excluding US federal holidays.
24×7 Critical Coverage: For Sev‑1 incidents only (platform outage, data loss/corruption, confirmed security incident).
Enhanced/Premier coverage options are available by addendum (e.g., extended hours, dedicated TAM, faster targets). See your Order Form or contact your CSM.
| Severity | Definition | Typical Examples |
|---|---|---|
| Sev‑1 (Critical) | Complete service outage, data loss/corruption, or a security incident with active impact. No workaround. | SaaS unreachable for all users; widespread login failures; data integrity issue; confirmed unauthorized access. |
| Sev‑2 (High) | Major degradation or feature failure materially impacting operations. Workaround exists but is not practical. | Create/close work orders failing for many tenants; API rate limiting mis‑applied; integrations down. |
| Sev‑3 (Medium) | Partial loss of functionality with reasonable workaround; non‑urgent bugs. | UI defects; export failures affecting a subset; performance issue in one module. |
| Sev‑4 (Low) | General questions, minor defects, enhancement requests, documentation updates. | How‑to help; cosmetic UI issue; feature suggestion. |
Hyvery may adjust severity during triage based on scope, impact, workarounds, and safety implications.
These targets mirror the SLA; the SLA controls.
| Severity | First Response (ack) | Update Cadence | Target Restoration/Resolution* |
|---|---|---|---|
| Sev‑1 | 15 minutes (24×7) | Every 30 minutes until stable, then hourly | 4 hours to restore service; root cause & corrective actions follow per IR plan |
| Sev‑2 | 1 hour (business hours; 24×7 if security‑related) | Every 2 hours | 1 business day to restore functionality or provide effective workaround |
| Sev‑3 | 1 business day | Weekly updates or upon material change | 5 business days (or next scheduled release) |
| Sev‑4 | 2 business days | Monthly or upon release | Planned release/Backlog grooming |
* “Resolution” may be restoration, workaround, configuration change, or code fix; permanent fixes may ship in later releases. All times are targets, not guarantees; see SLA for service credits and binding commitments.
Support Engineer (case owner)
Duty Manager (24×7 for Sev‑1)
Incident Commander (for active incidents)
Engineering Lead / SRE On‑Call
CTO / Security Officer
If you believe a case needs escalation, reply “Please escalate to Duty Manager” in the ticket or call the hotline for Sev‑1.
Provide a clear problem statement, impact, tenant/org name, affected users/endpoints, and timestamps (UTC).
Share reproduction steps, screenshots, and recent changes (app/integration/firewall).
Avoid sending secrets; if needed, Support provides a secure upload.
Maintain network/API access to Hyvery endpoints and allowlist our IPs as documented.
Ensure your users are trained on core workflows and roles (RBAC).
Included: Break/fix, defects, guidance on documented features, configuration assistance, data export tooling, and recent release notes.
Out of scope: Custom development, third‑party systems, on‑site services, deep data modeling, and non‑supported browsers or OS versions. Professional Services may be available by SOW.
Planned maintenance windows: Saturdays 01:00–05:00 ET (rare; announced in advance on the Status Page).
Release notes: Posted in the portal; customer‑visible changes are summarized monthly.
Deprecated features: 90‑day notice where feasible; critical security changes may proceed on accelerated timelines.
Live updates via the Status Page and ticket thread for impacted customers.
RFO/RCA: For Sev‑1 and material Sev‑2 incidents, Hyvery provides a written Report of Findings within 5 business days of service restoration (scope, timeline, root cause, corrective actions).
Support access follows least privilege; all access is MFA‑protected and logged.
Data shared in tickets is retained per our retention schedule and the DPA.
Sensitive CFA data is handled per classification rules; do not include payment card data or government IDs in tickets.
Primary support language: English.
We accommodate accessibility needs upon request (see Accessibility Statement).
Reasonable efforts for translation during business hours.
You may receive a brief survey after case closure. We review CSAT, time‑to‑acknowledge, and time‑to‑restore metrics and use them for continuous improvement.
Tickets/Email: support@hyvery.com
Security: security@hyvery.com
Privacy/DSAR: privacy@hyvery.com
Phone (Sev‑1): 1‑833‑HYVERY‑0
Status: status.hyvery.com
Trust: trust.hyvery.com
| Version | Date | Author | Summary |
|---|---|---|---|
| 1.0 | 2025‑08‑18 | Support Operations | Initial publication; aligned to SLA v1.0. |