Support
Channels, response SLAs, and how to file a useful ticket.
Channels
| Need | Channel |
|---|---|
| General questions | support@cohesionauth.com |
| Security disclosures | security@cohesionauth.com |
| Privacy / DPO | privacy@cohesionauth.com |
| Sales / pilots | sales@cohesionauth.com |
| Status | status.cohesionauth.com |
Response SLA (pilot tier)
| Severity | Target initial response |
|---|---|
| Critical (prod down for you) | 4 business hours |
| High (degraded) | 1 business day |
| Normal | 2 business days |
Enterprise contracts can negotiate tighter SLAs. See SLA.
Filing a useful ticket
Include:
request_idfrom the response.- 8-char key prefix (never the full key).
- Time range of the failure.
- Minimal cURL or code snippet to reproduce.
Security safe harbor
Research conducted in good faith against our scope is safe-harbored. See SECURITY.md in the repo for scope and terms.
Next step
- Incident response for how we communicate during incidents.
- SLA.