Incident communication policy

Customer-impacting incidents are logged on this page within 30 minutes of detection, with a one-line summary and an estimate of recovery time. Resolution is posted within an hour of services returning to operational. The default communication channel for active incidents is email to all customers with an active subscription; soft-launch customers may also receive a Slack / Discord ping if they opted in.

Severity is graded:

• Operational — every endpoint responding under nominal latency.
• Degraded — queue depth above 50 with one or fewer active workers, OR success rate below 90 % over 24 h.
• Down — success rate below 50 % over 24 h, OR /parse returning 5xx for 5 + minutes consecutively.

Support & response times

Best-effort support is offered to every paying customer at support@docule.dev. We commit to a first response within one business day (Helsinki time, weekdays). The product is currently maintained by a single founder; we tell you that explicitly because it sets the right expectation rather than over-promising.

For active incidents during an SLA-supported subscription tier, the response window is faster — see the relevant subscription contract or contact us before purchase to confirm.