Enterprise
The first-response times below, for every case your organization opens.
Support SLA
Support service levels
How quickly Runeward Labs support first responds to a case, by plan and severity.
1. Applicability
Which plans it covers.
Startup
Email support at [email protected], answered as soon as we can. No response time is promised.
Community
Rune Box is open source: ask in its GitHub issues. Report security problems privately, never in an issue.
2. Service levels
First response, by severity.
For the Enterprise plan. The clock starts when your case reaches Runeward Labs support.
| Severity | What it means | First response | Hours that count |
|---|---|---|---|
| Urgent | Guard is down in production, or a security incident involves Guard. | 4 hours | Every hour, every day |
| High | A major function does not work and there is no workaround. | 8 business hours | Monday to Friday, 09:00 to 18:00 CET/CEST |
| Medium | A function is impaired but a workaround exists. | 2 business days | Monday to Friday, 09:00 to 18:00 CET/CEST |
| Low | Questions, how-to help and feature requests. | 5 business days | Monday to Friday, 09:00 to 18:00 CET/CEST |
3. Definitions
What the times mean
First response is the first reply from a person on Runeward Labs’ support team. It is not a fix: resolving the problem can take longer.
Business hours are Monday to Friday, 09:00 to 18:00 CET/CEST. A High, Medium or Low case opened outside them starts counting at the next business hour.
Severity is the level you choose when you open the case.
4. Opening a case
Where to reach support
Organization administrators can open and follow cases in the Guard Console, under Support cases. Anyone can email [email protected]. State the severity in the subject or the first line, and for Urgent say what is down.
Found a vulnerability in Runeward Labs itself? Follow the disclosure policy instead.
5. What it does not cover
Response times, not uptime
This SLA is about support response.
- It makes no availability commitment for hosted Guard Cloud, which is not in production yet.
- Rune Box is supported by its community on GitHub, with no response times.