Support policy

A clear route from report to owner.

This policy sets an initial public intake and acknowledgement standard. It does not create 24/7 coverage or replace customer-specific support terms.

Intake and service window

Current intake: Use the website contact form and choose “Support for an existing engagement.” Email remains available at info@kaizenstrategic.ai.
Default service window: Monday to Friday, 9:00 a.m.–5:00 p.m. Pacific Time, excluding British Columbia statutory holidays.
Current coverage: No default overnight, weekend, holiday, or 24/7 on-call service is claimed.
Safe first report: Send the page or project, impact, time, and a non-sensitive description. Ask for a secure channel before sharing evidence.

Severity and acknowledgement targets

Support severity examples and acknowledgement targets
Severity	Example	Acknowledgement target
S1 — urgent	A suspected security or privacy incident, or a production failure that blocks an active contracted critical workflow with no safe workaround.	Acknowledge within one business day during the published service window.
S2 — high	Material degradation of an active deliverable or workflow where a limited workaround exists.	Acknowledge within two business days.
S3 — standard	A defect, access question, content correction, or support request that does not block critical work.	Acknowledge within three business days.
S4 — planned	A feature idea, advisory request, procurement question, or future change request.	Triage during normal planning; timing is agreed in writing if work is accepted.

What happens next

The website records the request privately and creates an internal queue item. Email acknowledgement and provider follow-up remain human-operated unless a connected provider action is explicitly evidenced.
The owner confirms severity, affected service, safe workaround, and the next update.
Security or privacy concerns move to the private incident process.
Accepted change requests receive scope, approval, delivery, and commercial terms before implementation.
Closure records the outcome, remaining risk, and any follow-up action.

Escalation

If the acknowledgement target passes, reply to the original message with Escalation: S1, S2, or S3 in the subject and state the current impact. Keep the original thread so prior evidence and timestamps remain together.

For a suspected vulnerability or privacy incident, follow the private security-reporting process. Do not post sensitive details publicly.

Customer-specific support

An active engagement can define named contacts, authorized requesters, response and update targets, maintenance windows, supported systems, exclusions, data-handling rules, escalation, and fees. Those terms are available only after capacity and risk are reviewed and both parties approve them in writing.

Bringing the work into view.

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Loading the requested page.

Intake and service window

Current intake

Use the website contact form and choose “Support for an existing engagement.” Email remains available at info@kaizenstrategic.ai.

Default service window

Monday to Friday, 9:00 a.m.–5:00 p.m. Pacific Time, excluding British Columbia statutory holidays.

Current coverage

No default overnight, weekend, holiday, or 24/7 on-call service is claimed.

Safe first report

Send the page or project, impact, time, and a non-sensitive description. Ask for a secure channel before sharing evidence.

Severity and acknowledgement targets

Support severity examples and acknowledgement targets
Severity	Example	Acknowledgement target
S1 — urgent	A suspected security or privacy incident, or a production failure that blocks an active contracted critical workflow with no safe workaround.	Acknowledge within one business day during the published service window.
S2 — high	Material degradation of an active deliverable or workflow where a limited workaround exists.	Acknowledge within two business days.
S3 — standard	A defect, access question, content correction, or support request that does not block critical work.	Acknowledge within three business days.
S4 — planned	A feature idea, advisory request, procurement question, or future change request.	Triage during normal planning; timing is agreed in writing if work is accepted.

What happens next

The website records the request privately and creates an internal queue item. Email acknowledgement and provider follow-up remain human-operated unless a connected provider action is explicitly evidenced.

The owner confirms severity, affected service, safe workaround, and the next update.

Security or privacy concerns move to the private incident process.

Accepted change requests receive scope, approval, delivery, and commercial terms before implementation.

Closure records the outcome, remaining risk, and any follow-up action.

Escalation

For a suspected vulnerability or privacy incident, follow the private security-reporting process. Do not post sensitive details publicly.

Customer-specific support