Alliniya Early-Access Support SLA
This service-level agreement defines first-response targets and support expectations for Alliniya early-access customers. It is intended to provide a clear, practical support standard during early access without promising final resolution times that may depend on technical complexity, third parties, or legal requirements.
Support channels
- General early-access questions, partnership enquiries, and non-account matters: hello@alliniya.com
- Account support, access, deletion, export, privacy/data-rights requests, and product support: support@alliniya.com
- Payments, invoices, subscriptions, refunds, and billing enquiries: billing@alliniya.com
Internal production and deployment contacts are not customer-facing and are intentionally not listed here.
Priority levels and first-response targets
Low — 1 to 5 business days
Examples include general questions, feature suggestions, non-urgent feedback, documentation questions, or minor cosmetic issues with no meaningful business impact.
Medium — within 48 hours
Examples include a feature not behaving as expected where a workaround exists, a non-critical account issue, or a problem affecting normal use without materially stopping business activity.
High — within 1 business day
Examples include a major feature being unavailable, inability to complete an important workflow, repeated failures that materially disrupt business operations, or an account-access issue that significantly limits use.
Urgent — within 2 to 4 hours
Examples include a suspected security incident, confirmed or suspected unauthorized access, a broad production outage, a serious data-integrity concern, or another issue creating immediate material risk.
How priority is assigned
Customers may describe urgency and business impact in the support form, but Alliniya assigns the final priority after reviewing the facts. Priority is based on impact, scope, availability of a workaround, security or privacy risk, and whether core business activity is materially interrupted.
Early-access support form
The Alliniya app is intended to include an embedded support/contact form with:
- Contact email
- Request category
- Subject
- Description
- Business impact
- Optional Alliniya account number or account ID
Requests are routed by category to the appropriate support channel.
Privacy and legal requests
Privacy, access, deletion, and export requests are routed through support@alliniya.com. Where applicable law or regulation imposes a response deadline, that legal deadline overrides the ordinary support target in this SLA.
What the SLA means
These targets apply to the first meaningful response, not guaranteed final resolution. A first meaningful response should acknowledge the request, confirm its priority or next step where possible, and indicate what information or action is needed next.
Business hours and early-access flexibility
Unless otherwise communicated, targets are measured using Alliniya business operations during the early-access period. Urgent security and production incidents may be handled outside ordinary business hours when practical.
Review cycle
This SLA will be reviewed as early-access usage produces enough support-volume data to set permanent production service levels. The URL /sla/ is intended to remain the permanent location for Alliniya’s applicable support SLA as the service matures.
