Support SLA and Contact

Contact channels

• In-app support tickets: /support
• Email: support@academy.efaix.com

Response targets

• P1 (critical outage/security): initial response within 4 hours.
• P2 (major functionality issue): initial response within 1 business day.
• P3 (general requests): initial response within 2 business days.

Escalation

If an issue is not resolved in target time, include ticket ID and request escalation to operations.