1. Channels
Support is provided through the customer portal, support@alpinelayer.ch and any additional channels included with the purchased support tier.
2. Standard support
Standard support covers AlpineLayer platform operation, account access, provisioning issues, billing assistance and reasonable product guidance. Application development and administration of unmanaged customer software are not included unless a managed service covers them.
3. Severity
- P1 Critical — broad production outage, security emergency or severe unavailability.
- P2 High — major degradation or an important production function impaired.
- P3 Normal — standard technical issue or configuration assistance.
- P4 Low — general question, request or cosmetic issue.
4. Response targets
Before launch, response targets must be set in config/service-policy.json and aligned with real staffing. A response target is not a resolution guarantee unless a signed enterprise agreement says so.
5. Managed support
Managed and enterprise support may include operating-system administration, monitoring, backup, security, architecture reviews and incident escalation according to plan.
6. Customer responsibilities
Customers should provide service identifiers, timestamps, logs, recent changes and secure authorized access when required for troubleshooting.
7. Conduct
Abusive, threatening or unlawful conduct toward staff may result in communication restrictions or service action subject to applicable law.
8. Contact
support@alpinelayer.ch