exactly what you can hold us to — response times, communication rules and how we hand things over if you ever leave. published, because promises you can read are promises you can enforce.
support hours: mon–fri ET (US Eastern), excluding us federal holidays automated monitoring & incident detection run 24/7 for all care clients.
p1 — down — site or system down, payments or orders broken rolig care: response next business day. rolig care plus: response in 4 business hours.
p2 — major — major feature broken, workaround exists rolig care: response ≤2 business days. rolig care plus: response ≤8 business hours.
p3 — minor — minor bug, cosmetic issue rolig care: response ≤3 business days. rolig care plus: response ≤2 business days.
p4 — change — change request or question rolig care: quote ≤3 business days. rolig care plus: quote ≤2 business days.
severity ladder & response targets