Legal
Support Policy
Last updated: May 27, 2026
Draft pending legal review
This document is a working draft. Final language is subject to attorney review prior to launch. Questions? Email legal@successionstack.com.
This policy describes how SuccessionStack support works for paying customers. Specific SLA terms may be amended in your order form.
Channels
- Email — support@successionstack.com
- Shared Slack channel (enterprise plans) — invitation on onboarding.
- Founder access during pilots — direct line to Ryan and Danielle.
Hours
Standard support hours are Monday–Friday, 8am–6pm Eastern Time, excluding statutory Canadian holidays. After-hours support is available for enterprise plans with a 24/7 add-on.
Response targets
| Severity | Definition | First response |
|---|---|---|
| P1 — Critical | Production outage, data loss, or security incident. | 1 business hour |
| P2 — High | Major feature broken for multiple users. | 4 business hours |
| P3 — Normal | Feature degraded or single-user issue. | 1 business day |
| P4 — Low | Cosmetic issue, feature request, or general question. | 3 business days |
Out of scope
- Bespoke development outside the contracted scope.
- Training on third-party tools (CSV editors, HRIS exports).
- Custom report generation beyond standard exports.
Escalations
If a ticket is not progressing acceptably, contact escalations@successionstack.com with your ticket reference. A founder will respond directly.