Support and service commitments

Define the support plan

Agree on a support plan for each pilot or customer environment. Record these details in the agreement and onboarding record:

• customer and VeriProof contacts;
• approved communication channel;
• environment and workflow;
• severity definitions and response targets;
• escalation and update owners;
• business hours and time zone;
• stop-work conditions; and
• start and end dates.

Name an owner on each side. A contact list alone does not establish who can authorize recovery work or communicate its outcome.

Confirm service terms

During enterprise diligence, agree on how availability is measured and which exclusions apply. Record support hours, incident updates, credits, and remedies with the environment.

Report an interrupted workflow

Use the channel named for the environment. Include:

• affected environment and application;
• workflow, review, delivery, or incident reference;
• approximate start time and time zone;
• last successful action;
• visible error and business impact; and
• redacted diagnostics.

Do not include credentials, signing secrets, protected checkpoints, or customer evidence.

Do not resume a protected action until authorization, callback verification, checkpoint state, and execution acknowledgment are confirmed where required.

Security and assurance material

The SOC 2 page and penetration-testing page explain how to request current assessment material. Each document defines its own scope and review period.

Environment status

Check the status channel named in your onboarding record. Identify who receives updates and who informs affected users; keep those contacts current when ownership changes.