Last updated: October 1, 2025
1) Scope
These targets apply to QuantKey platform support delivered via the channels below. They are response‑time goals, not uptime guarantees and do not include service credits. For uptime/incident notices, see our Status page.
2) Support hours & channels
Standard hours: Mon–Fri, 9:30–4:00 U.S. Eastern (excluding U.S. federal holidays) via [email protected] and in‑app help.
Emergency security: [email protected] (monitored).
3) Severity levels & initial response targets
P1 — Critical production outage (platform unavailable; no workaround): 2 business hours.
P2 — Major degradation (core feature down; workaround exists): 4 business hours.
P3 — Standard issue (bug, configuration, or “how‑to”): 1 business day.
P4 — General requests (feature ideas, billing questions): 2 business days.
4) Customer responsibilities
Provide account ID, affected user(s), steps to reproduce, screenshots, and impact.
5) Exclusions
Incidents attributable to upstream carriers, inbox providers, clouds, or customer‑managed integrations; scheduled maintenance; beta features.
6) Changes
We may update these targets from time to time. Continued use implies acceptance of the current version.
7) Contact
Email:
US Mail:
QuantKey Solutions LLC
1930 18th St. NW
Ste B2 #1101
Washington, DC 20009
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