Support Policy
Effective 24 October 2026. Part of the Terms of Service. Support is by e-mail, in business hours, from a small team. We give you targets for a first human reply; we do not give a guarantee, an uptime commitment or an out-of-hours telephone line, and no plan includes one.
1. How to get help
| Plan | Channel | When we reply (a target) |
|---|---|---|
| Starter | the documentation and the console's spec guide; support@primedha.com for faults in the service | within 3 business days |
| Growth | support@primedha.com, or the Help form in the console | within 2 business days |
| Scale | the same, flagged for priority; an onboarding call when you start and a review each quarter | within 1 business day |
| Enterprise | what the contract says; we only agree around-the-clock cover when we can staff it | as in the contract |
Business hours are [Monday to Friday, 09:00 to 18:00 India time], excluding [Indian] public holidays. A message that arrives outside them is answered on the next business day. Always include: the deployment name or thread id (shown in the console), the cloud and region, the time, what you expected, what happened, and any error text. Never send passwords, keys or tokens.
2. Urgent problems
If a production environment of yours is being changed or destroyed in a way you did not ask for, stop it yourself first: pause or cancel on the Billing page, or remove our access in your cloud account (delete the federated identity or the trust: nothing we run can act in your account after that), then write to support@primedha.com with the word URGENT in the subject. We look at urgent messages first in business hours. We cannot promise to see one at night or at weekends.
3. What support can and cannot do
We can: read your deployment record, status and logs (e-mail addresses are masked), explain what the service did and why, advise on the specification, correct a fault in the service, and with your written consent run an action in your environment. We cannot: change your cloud account except through the service, recover data you deleted, or support your own application code, third-party software or your cloud provider's outages (we will help you diagnose).
4. Status and planned maintenance
We publish the state of the service on the status page [URL] and update it when we know of a problem. We announce planned downtime at least 48 hours ahead by e-mail and on the status page. Running workloads in your cloud account are not affected by maintenance of the service; deployments, repairs and the console may pause.
5. After a serious incident
When the service itself caused a serious problem for you we send a written summary within five business days: what happened, the effect on you, the cause, and what we are changing.
6. Escalation
If you are not satisfied with a reply, write to support@primedha.com with the subject "Escalation" and the ticket reference; a director answers within two business days.