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Support Policy

Last Modified: July 12, 2025

This Support Policy outlines the scope, availability, and process of customer support services offered by Clustra Technologies ("Clustra"). Our goal is to ensure timely, helpful, and secure responses to all support inquiries.

1. Support Channels

We offer support through the following official channels:

  • Email: support@clustra.io
  • Live Chat: Available on our dashboard during business hours
  • Community Forum: Discussions and community Q&A (coming soon)
  • Enterprise Slack/Discord: Available for enterprise accounts upon request

2. Support Hours

  • Standard Support: Monday–Friday, 9:00 AM – 6:00 PM (WAT)
  • Emergency Support: 24/7 for critical infrastructure outages or security incidents

3. Response Times

We strive to respond to support inquiries within the following timeframes:

  • Critical (System outage, security breach): Within 6 hours
  • High (Major feature broken, degraded performance): Within 12 hours
  • Medium (Bug reports, technical questions): Within 1 business day
  • Low (Feature requests, general inquiries): Within 2–3 business days

4. Support Scope

Included in support:

  • Help with Clustra APIs, SDKs, and platform usage
  • Guidance on integration with supported services (e.g. GitHub, Infisical)
  • Troubleshooting deployment or authentication issues
  • Bug identification and escalation to the dev team

Excluded from support:

  • Custom code debugging (outside our SDKs)
  • Third-party infrastructure not managed by Clustra
  • Client-side or unrelated frontend framework issues
  • Support for deprecated versions past 6 months of their release

5. Service-Level Agreements (SLAs)

Enterprise customers may request a signed SLA agreement for guaranteed response and resolution times. This includes direct engineering access and uptime guarantees.

6. Incident Reporting

To report a security or system incident:

7. Feature Requests & Feedback

We welcome feature suggestions via feedback@clustra.org. All suggestions are reviewed and considered in roadmap planning.

8. Policy Changes

This Support Policy may be updated from time to time. We’ll notify users of significant changes via email or dashboard announcements.

9. Contact

For any support-related concerns, reach us at support@clustra.org.

Support Policy · Clustra