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9.2 Support

Support describes how issues are reported, tracked, and resolved within Praisma Hub. It sets expectations around communication channels, response times, and incident handling.

This section helps users understand how to engage with support effectively and how incidents move from report to resolution.

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9.2.1 Operations & Support — Support — Support Channels — Contact and Response Times

This section explains how support channels are structured and operated, focusing on accessibility, response expectations, and clear escalation paths without defining contractual SLAs.

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9.2.2 Operations & Support — Support — Incident Handling — Reporting and Resolution

This section explains how incidents are reported, classified, and resolved, focusing on structured response, transparency, and post-incident learning without defining contractual obligations.