Enforcer Labs Private Limited
Effective Date: May 1, 2026
Last Updated: May 17, 2026
Applies To: Enforcer Dashboard Only
1. Purpose
This document establishes the framework for technical support and service level commitments for Enforcer Dashboard. Specific support terms are defined in the applicable Order Form or Support and Maintenance Agreement.
Note: Enforcer Marketing is a free public website with no support SLA.
2. Support Tiers
| Feature | Community | Standard | Premium | Enterprise |
|---|---|---|---|---|
| Documentation access | ✅ | ✅ | ✅ | ✅ |
| Community forums | ✅ | ✅ | ✅ | ✅ |
| Email support | — | ✅ | ✅ | ✅ |
| Support portal | — | ✅ | ✅ | ✅ |
| Phone support | — | — | ✅ | ✅ |
| Dedicated support engineer | — | — | — | ✅ |
| 24/7 critical issue support | — | — | — | ✅ |
| Onboarding assistance | — | — | ✅ | ✅ |
| Quarterly business reviews | — | — | — | ✅ |
| Custom integrations support | — | — | — | ✅ |
| Priority bug fixes | — | — | ✅ | ✅ |
| Early access to releases | — | — | — | ✅ |
Tier pricing and bundling are governed by the applicable commercial agreements or Order Form.
3. Support Hours
| Tier | Hours | Days |
|---|---|---|
| Standard | 9:00 AM – 6:00 PM IST | Monday – Friday (excl. Indian public holidays) |
| Premium | 9:00 AM – 9:00 PM IST | Monday – Friday |
| Enterprise | 24/7 for Critical issues; business hours for others | All days |
Support hours are 9:00 AM to 5:00 PM IST, Monday through Friday, excluding public holidays.
4. Severity Levels and Response Times
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 Response Time Targets
| Severity | Standard | Premium | Enterprise |
|---|---|---|---|
| S1 — Critical | 8 business hours | 4 business hours | 1 hour (24/7) |
| S2 — High | 16 business hours | 8 business hours | 4 business hours |
| S3 — Medium | 2 business days | 1 business day | 8 business hours |
| S4 — Low | 5 business days | 3 business days | 2 business days |
4.3 Resolution Time Targets
| Severity | Target Resolution |
|---|---|
| S1 — Critical | Best effort; workaround or fix within 24–72 hours |
| 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 time 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 3 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) | Depends on tier |
7.2 Version Support Policy
Enforcer Labs supports the current major version and one (1) prior major version. Support for older versions may be available under Enterprise tier at additional cost.
We support the current major version and the immediate preceding major version of the Software.
8. SLA Credits
8.1 Applicability
SLA credits apply only to Premium and Enterprise tier customers with active support subscriptions.
8.2 Credit Calculation
If Enforcer Labs fails to meet the response time targets for S1 or S2 issues:
| Failure | Credit |
|---|---|
| Response time exceeded by up to 2x | 5% of monthly support fee |
| Response time exceeded by 2x–4x | 10% of monthly support fee |
| Response time exceeded by more than 4x | 20% of monthly support fee |
8.3 Credit Cap
Total SLA credits in any calendar month shall not exceed 30% of the monthly support fee for that month.
8.4 Credit Request
Customer must submit a credit request within thirty (30) days of the SLA failure. Credits are applied to the next invoice and are not redeemable for cash.
9. Escalation Procedures
| Level | Contact | Timeframe |
|---|---|---|
| L1 — Support Engineer | Support portal or email | Initial response |
| L2 — Senior Engineer | Automatic escalation | If unresolved within response target |
| L3 — Engineering Team Lead | Customer request or automatic | If unresolved within 2x response target |
| L4 — VP Engineering / CTO | Customer request | If unresolved within 4x response target |
10. Contact
Enforcer Labs Private Limited
Support Email: support@enforcer-cca.com
Support Portal: https://enforcer-cca.com/support
Legal Email: legal@enforcer-cca.com
This framework is subject to finalization based on support team capacity and commercial strategy. Specific SLA terms should be codified in each enterprise Order Form.