BoomiSight Support Policy

Last updated: 2026-06-02 Owner: BoomiSight Support and Product Applies to app: BoomiSight for Confluence Review cadence: Quarterly and before listing updates Status: Publication-ready for Marketplace submission

Support channels

• Primary support channel: https://flowdence.io/support
• Escalation channel: [email protected]
• Security reporting: [email protected]

Coverage model

• Coverage window: 8x5 in Australia/Melbourne (AEST/AEDT, UTC+10/UTC+11)
• Holiday coverage policy: Support remains available during holidays, but response and resolution times may be moderately delayed due to reduced staffing.

Severity model

Severity	Definition
Sev 1	Complete outage, severe business impact, or active security incident
Sev 2	Major functional degradation with high customer impact
Sev 3	Partial feature issue with workaround
Sev 4	Informational request or minor defect

Response objectives

Severity	Initial response target	Status update cadence
Sev 1	within 8 business hours	every 4 business hours until stabilization, then daily
Sev 2	within 8 business hours	daily until resolution
Sev 3	within 8 business hours	every 2 business days
Sev 4	within 8 business hours	weekly or at closure

Resolution target

• Target resolution window: within 5 business days where feasible.
• For incidents that cannot be fully resolved inside this window, BoomiSight support will provide a workaround or mitigation plan and a revised ETA.

Required support ticket details

• Customer site URL
• Timestamp and timezone
• Reproduction steps
• Affected module (UI module type, dashboard, or assistant action)
• Screenshots or log snippets without sensitive data

Escalation path

1. Support triage
2. Engineering owner
3. Security owner for security-impacting issues
4. Product owner for customer communication and priority alignment

Flowdence maintains internal support and incident-response procedures for triage, escalation, customer communication, and remediation tracking.