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Support SLAs

The response times we aim for, by severity, for paying members:

  • P1 Critical, vault unlock failure, data loss risk: under 1 hour
  • P2 High, cannot access account: under 4 hours
  • P3 Standard, general questions: under 24 hours
  • P4 Low, feature requests: under 72 hours

These are targets, not contractual guarantees. Contact support@helauloom.com.