Enforcer Labs Private Limited
Effective Date: May 1, 2026
Last Updated: July 3, 2026
Applies To: Enforcer Dashboard Only
1. Purpose
This document describes the technical support Enforcer Labs provides for Enforcer Dashboard and the limits of those commitments. Specific or additional support terms, if any, are defined in the applicable Order Form or Support and Maintenance Agreement.
Enforcer Labs is an early-stage company with a small engineering team. This framework deliberately commits only to what Enforcer Labs can reliably honor. Where a Customer requires stronger commitments, those must be negotiated expressly in an Order Form; nothing beyond this framework should be assumed.
Note: Enforcer Marketing is a free public website with no support SLA.
2. Support Offering
Enforcer Labs provides a single standard support offering, included with an active Support and Maintenance subscription:
| Feature | Included |
|---|---|
| Documentation access | ✅ |
| Email support | ✅ |
| Scheduled remote troubleshooting sessions | ✅ |
| Installation and onboarding assistance | By arrangement in the Order Form |
| Phone support | — |
| 24/7 support | — |
| Dedicated support engineer | — |
Enforcer Labs does not offer 24/7 support, phone support, dedicated support engineers, or priority support tiers at this time. Any such commitment exists only if expressly set out in an executed Order Form.
3. Support Hours
Support requests are handled 9:00 AM – 6:00 PM IST, Monday – Friday, excluding Indian public holidays.
4. Severity Levels and Response Targets
4.1 Severity Definitions
| Severity | Definition | Examples |
|---|---|---|
| S1 — Critical | Software is non-functional; production deployment is completely inoperable; no workaround exists | Application crash on startup; database corruption; license validation failure |
| S2 — High | Major functionality is impaired; significant business impact; limited workaround may exist | Drift detection engine failure; authentication failures; incorrect compliance scoring |
| S3 — Medium | Non-critical functionality is impaired; moderate business impact; workaround exists | UI rendering issues; report generation errors; non-critical API failures |
| S4 — Low | Minor issue; minimal business impact; cosmetic or informational | Documentation errors; UI cosmetic issues; feature requests |
4.2 Initial Response Targets
| Severity | Target Initial Response |
|---|---|
| S1 — Critical | 1 business day |
| S2 — High | 2 business days |
| S3 — Medium | 5 business days |
| S4 — Low | 10 business days |
Note: Response targets are good-faith targets, not guaranteed or contractual commitments, unless expressly stated otherwise in an executed Order Form.
4.3 Resolution Targets
| Severity | Target Resolution |
|---|---|
| S1 — Critical | Best effort; workaround or fix as soon as reasonably practicable |
| S2 — High | Best effort; fix in next patch or release |
| S3 — Medium | Included in next scheduled release |
| S4 — Low | Scheduled at Enforcer Labs' discretion |
Note: Resolution targets are best-effort targets, not guaranteed commitments. Actual resolution depends on issue complexity, reproducibility, and Customer cooperation.
5. Support Exclusions
Enforcer Labs is not obligated to provide support for issues arising from:
(a) Customer modifications to the Software;
(b) Use of the Software outside the scope of the Documentation;
(c) Customer Environment failures, misconfigurations, or inadequacies;
(d) Third-party software, hardware, or services not approved by Enforcer Labs;
(e) End-of-life or unsupported versions of the Software;
(f) Issues that cannot be reproduced on a standard deployment;
(g) Customer's failure to apply available patches or updates;
(h) Force majeure events.
6. Customer Obligations for Support
To receive effective support, Customer shall:
(a) Designate up to two (2) named technical contacts authorized to submit support requests;
(b) Provide reasonable diagnostic information, including logs, screenshots, configuration details, and steps to reproduce;
(c) Grant Enforcer Labs reasonable access to the affected environment for troubleshooting (subject to Customer's security policies);
(d) Apply recommended fixes and patches in a timely manner;
(e) Maintain the Software within the supported version range.
7. Software Updates and Maintenance
7.1 Update Types
| Update Type | Description | Included in Support |
|---|---|---|
| Patch releases | Bug fixes and security patches (e.g., 1.0.1 → 1.0.2) | ✅ |
| Minor releases | Feature additions and improvements (e.g., 1.0 → 1.1) | ✅ |
| Major releases | Significant new functionality (e.g., 1.x → 2.0) | ✅ |
Updates are included while Customer maintains an active Support and Maintenance subscription.
7.2 Version Support Policy
Enforcer Labs supports the current major version and one (1) prior major version. Support for older versions is not offered.
8. Service Levels — No Uptime SLA, No Service Credits
8.1 Enforcer Dashboard is self-hosted software operated within Customer's own environment. Enforcer Labs does not operate, host, or monitor Customer deployments and therefore offers no uptime, availability, or performance SLA for the Software.
8.2 No service credits are offered under this framework. The response and resolution targets in Section 4 are good-faith targets only.
8.3 Any service level commitment or credit regime, if agreed, must be expressly set out in an executed Order Form and applies only as written there.
9. Escalation
All support requests are handled directly by Enforcer Labs' engineering team, which currently includes the company's founder. If an issue is not progressing, Customer may escalate by marking the request "URGENT — ESCALATION" or by emailing legal@enforcer-cca.com; escalations are reviewed by the founder.
10. Contact
Enforcer Labs Private Limited
Support Email: support@enforcer-cca.com
Legal Email: legal@enforcer-cca.com
This framework is subject to attorney review. Any SLA terms beyond this framework must be codified in each enterprise Order Form.